The Analyst, Retail Channels gather information related to customers issues, inquiries, services and touch points from many data sources and analyze to create reports and make recommendations and/or raise alerts based on trends and patterns to enhance our customers’ experience. Position works on hybrid mode, based in San Juan, PR. MAJOR DUTIES & RESPONSIBILITIES: + Interpret data, analyze results using statistical techniques and provide ongoing reports. + Develop reporter and dashboards to provide visibility of key performance indicators impacting customers experience and compliance with SLAs. + Develop and implement databases, data collection systems, data analytics and other strategies that optimize statistical efficiency and quality. + Acquire data from primary or secondary data sources. + Identify, analyze, and interpret trends or patterns in data sets. + Filter and “clean” data. + Work with management to prioritize business and information needs. + Locate and define new process improvement opportunities. + Monitor performance indicators patterns and trends. + Follow up on compliance with Service level agreements and first contact resolution based on data review. + Provide service levels insight and advocates for improvements. + Other duties may be assigned. EDUCATION AND EXPERIENCE: + Bachelor's degree in Project Management, Engineering, Project Management or related field required. + Three (3) years of experience in a similar position in a financial services company or five (5) years in related work in data analyst. + 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. + Fully Bilingual – English and Spanish (written and verbal) required + Proficiency in MS Office (Word, Excel, Outlook), reporting systems and other business applications required. + Demonstrated ability to analyze problems/issues, gather data and information, evaluate and recommend alternative solutions. + Excellent communication skills and the ability to work collaboratively and effectively with diverse staff, colleagues, and clients. 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