The Associate, Customer Intelligence & Operations (Loss Mitigation) is part of the Delinquency Management team and is responsible for the monitoring and implementation of system upgrades, new loss mitigation alternatives and any other new requirements resulting from the Investors or Guarantors communications for all the products delegated. Execute testing, implementation and adoption plans delegated. Prepare reports, review data and execute any update to the loss mitigation documentation as needed to ensure compliance and operational efficiencies. Position works hybrid and is based out of San Juan, PR. MAIN DUTIES & RESPONSIBILITIES: + Provide support in planning, developing, and deploying communications and trainings that enhance Loss Mitigation strategies and operations. + Responsible for conducting User Acceptance Testing (UAT) including Alpha & Beta, Regression Testing, Regulation Acceptance Testing & Operational Acceptance Testing on system changes to assure compliance with investors, guarantors, or specific regulations. + Support management in ensuring that implementations and changes related to system changes are in place and provide consistent support to Loss Mitigation staff. + Develops initiatives to facilitate understanding and adoption of new instructions, digital channels, or process changes. + Develops and implements documentation and tools to facilitate process adoption and compliance within the Loss Mitigation operation. + Works in a cross-functional role with all Loss Mitigation Staff, technologies, and areas to review the impact of other areas' initiatives, projects, instructions, or processes. + Serves as liaison between Bank and Back in the Black (BITB) and operational end-users for system consultations, drive responses, and steps to follow to cover business needs. + Collaborates with the Delinquency Management Unit in any given initiative or project, by evaluating systems processes or data available, identifies requirements and areas for improvement, and implements solutions. + Provides support to management in all staff-related topics according to bank procedures and escalates corresponding topics in a timely manner. + Identifies and documents defects found during the user acceptance test. + Other duties may be assigned. ​ MINIMUM REQUIREMENTS: + Associate degree in business, technology, finance, accounting or related field required. Bachelor's in business, information technology or related field preferred. + Two (2)+ years working in Delinquency Management or related area, preferably supporting system-related and new project implementations. + 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. + Broad knowledge and experience in Loss Mitigation, Delinquency Management, and/or related business areas. + Learning agility that enables a broad, enterprise-wide knowledge of software programs & automation options enabling systematically streamlined solutions. + Detail-oriented problem solver with strong troubleshooting and analytical abilities. + Excellent written and verbal communication skills in English and Spanish with a demonstrated ability to write communications clearly, concisely and effectively. 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