The Advisor, Remote Network (Supervisor) is responsible for the efficient daily operation and service of Virtual Branch. Manages employees, organizes, and directs activities, and provides a high level of quality customer service. Position works on-site based in Bayamon, PR MAJOR DUTIES & RESPONSIBILITIES: + Manages overall Virtual branch office operation. + Observe and monitor customer traffic to ensure high quality services while meeting Service Level Agreements (SLA). + Maintain solutions focus across our digital channels and promote sales referrals as needed. + Responsible for the delivery of proactive and dynamic customer service to the Virtual Branch at each service ITM + Administer personnel to maintain service levels. + Monitors, evaluates and coach personnel performance to ensure compliance with our values, attributes and value proposition on daily activities and interactions to guarantee customer satisfaction through coaching and call quality. + Assists in recruitment, selects, trains, motivates, and develops assigned staff; completes and conducts performance appraisals. + Represents the financial institution to the community through good customer relations. + Reviews and approves banking transactions in accordance with established authority levels/limits. + Ensures branch compliance with bank regulations, requirements, and procedures; ensures staff follows operational and security policies and procedures. + Manages branch audits. + Monitor chat or support channels, support queues and call traffic, through the system and established service levels. + Assist and validate the cash balances of the associates (Virtual Tellers) and carry out the final balance of the Branch. + Assist area quality controls such as associate access (Virtual Tellers), review of desktops, folders, organization in general. + Other duties may be assigned. EDUCATION AND EXPERIENCE: + Bachelor’s degree in business administration, Finance, or related field required. + Three (3) years of experience leading and supervising customer service teams required in a financial services organization (highly desirable). + Minimum education and experience required can be substituted with the equivalent combination of education, training and experience that provides the required knowledge skills and abilities. + Strong analytical skills and proactive problem-solving skills to handle diverse assignments. + Proficiency in MS Office (Word, Excel, Outlook), reporting systems and other business applications required. + Demonstrated ability to analyze problems/issues, collect data and information, evaluate and recommend alternative solutions. + Excellent communication skills and ability to work collaboratively and effectively with diverse staff, colleagues and clients. + Fully bilingual: English and Spanish (written and verbal) required. + Flexibility to work existing shifts seven days a week in Remote Channels and availability to adapt to operational needs. Oriental is an Equal Opportunity Employer ( EEO Employer / Affirmative Action for Females / Disabled / Veterans ) Recruitment Privacy Statement (https://orientalbank.com/assets/pdfs/recruitment\_privacy\_policy\_statement.pdf) Compliance Posters This may be the opportunity to change your life and take your career to the next level. Oriental is a great place to work, grow and develop. Each employee is key in the company's success. Our team consists of an excellent group of people and we believe you could be one of them. We offer you the opportunity to work and be part of an organization that is dedicated to progress. We offer diverse employment opportunities that go from internships to executive positions. We recognize that our employees are the most important asset of our company, which is why we foster an environment of collaboration, based on trust and mutual respect. Our selection process promotes equal employment opportunity and does not discriminate on grounds of sex, color, age, social status, religious beliefs, veteran status or disability. Included is reference material including our recruitment privacy policy and any relevant labor laws we abide to: Compliance_Posters / Labor Laws (https://orientalbank.com/assets/pdfs/compliance\_posters.pdf) Recruitment Privacy Policy Statement Esta puede ser la oportunidad que cambie tu vida y lleve tu carrera profesional a otro nivel. Oriental es un gran lugar para trabajar, crecer y desarrollarse. Cada empleado es nuestro factor clave en el éxito de la compañía. La mejor gente del mundo trabaja aquí y creemos que podrías ser uno de ellos. Oriental te ofrece la oportunidad de trabajar y ser parte de una organización que se dedica al progreso. En Oriental ofrecemos diversas oportunidades de empleo, que van desde internados hasta puestos directivos. Reconocemos que nuestros empleados son el activo más importante de nuestra compañía, es por esto que fomentamos un ambiente de colaboración, basado en la confianza, el respeto mutuo, al valorar las diferencias de cada empleado. Nuestro proceso de selección es uno que promueve la igualdad de oportunidades en el empleo y no discrimina por razón de sexo, color, edad, condición social, creencias religiosas, condición de veterano o incapacidad. A continuación material de referencia incluyendo nuestra política de privacidad y leyes laborales aplicables: Afiches de Cumplimiento/ Leyes Laborales (https://orientalbank.com/assets/pdfs/compliance\_posters.pdf) Política de Privacidad de Reclutamiento