The Associate, Retail Baking (Quality) is responsible for assisting in the daily quality process for all products. Provide sales officers with the knowledge and processes needed to maximize the benefits of core systems for sales and customer experience purposes. Identifies and recommends ways of improving customer satisfaction and increasing sales. Position works hybrid, based in San Juan, PR MAJOR DUTIES & RESPONSIBILITIES: + Assist in the end-of-day sales closing process for IRA, Commercial, Deposit, and Credit products across channels, including transmission of ACH transfers. + Design, prepare, update reports on a daily basis, as well as enhance existing ones to monitor daily production. + Monitor quality to identify compliance and opportunities for improvement, both individually and holistically, across all customer interactions. + Determines quality standards by listening inbound and outbound calls and recording results and comparing them against QA standards and guidelines. + Coordinate and monitor sales documents distribution through messengers and docu-sign platform. + Act as liaison with Credit Card operations, Branches, CCE, and other departments to support sales goals and reduce cycle time in card balance transfer, loan disbursements, 401k transfers, and other products account opening processes. + Ensure Quality of Experience on all service and sales requests, including 1st Call Resolution. + Perform quality monitoring of all sales officers, report results, and make recommendations accordingly. Reinforce profiling and cross sales strategies. + Ensure quality and documentation of all sales & compliance with company policies. + Contact customers and prepare documents, if requested, to finalize OAC new sales accounts. + Daily call monitoring and report generation of Inbound IVR calls: Call Performance Delay Before Answer, Delay Before Abandon, Call Waiting, etc. Promote demographics capture to help identify problem incidence trends by branch, products and services, and Marketing Media Mix. + Assist Managers helping maintain Customer Database quality, so customer contacts and profiles are documented and updated in core systems. + Recommend enhancements of operational procedures, IVR system and reports. + Report to supervisor incidences related to access, security, or unavailability. + Attend to operational and/or business units meetings and training in order to improve operational procedures. + Other duties may be assigned. EDUCATION AND EXPERIENCE: + Bachelor or Associate Degree in Business Administration or related field required. + Two (2) years of experience working in banking with quality control, Customer Services, Sales or Telemarketing experience required. + 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. + Experience in the management of a marketing database and in direct marketing practices and procedures. + Strong organizational / time management skills and detail oriented. + High Interest in sales or Inclination towards working in a sales environment. + Goal oriented and capable of completing tasks with minimum supervision. + Flexibility and ability to manage multiple tasks with varying priority and deadlines at the same time. + Service and people oriented, with extensive interpersonal skills. Must be supportive, communicative and attentive. Ability to remain calm and courteous under pressure and navigate tense situations. + 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