This position is responsible for operational support of branches and facilitate root cause analysis of operational issues. In-branch support requires performing dual teller banker duties as needed including sales and servicing. Emphasis is placed on identifying clients’ needs and delivering tailored solutions through a best in class customer experience. Out of branch support is responsible for facilitating escalated client service issues, advanced Level 2 troubleshooting, and support Voice of the Customer with root cause analysis, branch operations improvement.
Operations
Identify or propose solutions for escalated client -service issues
Provide Level 2 Support troubleshooting
Proactively recommend retail operational efficiencies
Provide high quality service to clients by coordinating and following through on client requests
Work in team-oriented environment, in order to deliver a seamless and integrated approach to client banking
In-Branch Support
Confidently build effective, trust-based relationships with clients by listening and uncovering their needs to gain in-depth knowledge of client’s financial life priorities and provide the products/services that are most appropriate for their situation
Educate clients on self-service capabilities and encourage use of digital service channels/banking options (e.g. smart ATM, online and mobile banking, online transfers, People Pay, Mobile Cash, Bill Pay, Digital Wallets, etc.)
Perform basic inquiries relative to opening of accounts to ensure customer knowledge of account features
Stay abreast of changes to banking environment, bank competition and customer's business environment
Responsible to act in accordance of all bank policies and regulation to ensure the branch passes assessment and audits
Effectively execute teller banking transactions in accordance to Popular’s policies and procedures and in adherence to legal and regulatory requirements
Assist in the processing of night depository bags and currency, and ATM settlements as required
Best in Class Customer Experience
Promote environment of ongoing customer feedback and continuous improvement to ensure best in class client experience
Effectively respond to customers requesting to update or close their accounts, determining reason for dissatisfaction and offer possible alternatives; process account maintenances in a compliant manner
Risk Management
Collect, analyze and secure all necessary documentation for the successful opening of accounts. Notify supervisor of any suspicious or questionable documents Proactively identify fraudulent or forged documentation and/or activity and report such activity to the respective supervisors
Maintain confidentiality of customer information and adhere to bank policies and procedures at all times To be considered, you will need: Minimum Required: Associates Degree with two years of banking experience including one year cash handling experience or equivalent related experience and training
Must be able to travel as position requires. Salary Range
Our base salary for this position located in New York City generally ranges between $20.00 and $20.00 hourly, depending on business need and on your qualifications and experience. Base salary does not include incentive compensation, commission, or any other type of remuneration or benefits.
Important: The candidate must provide evidence of academic preparation or courses related to the job posting, if necessary.
ABOUT US
Popular is Puerto Rico’s leading financial institution and have been evolving since it was founded over a century ago. From a small bank it has developed into a large corporation that offer a wide variety of services and financial solutions to our customers, with presence in the United States, the Caribbean and Latin America.
As employees, we are dedicated to making our customers dreams come true by offering financial solutions in each stage of their life. Our extensive trajectory demonstrates the resiliency and determination of our employees to innovate, reach for the right solutions and strongly support the communities we serve; therefore, we value their diverse skills, experiences and backgrounds.
We reaffirm our commitment to always offer essential financial services and solutions for our customers and communities, including during emergency situations and/or natural disasters. Popular’s employees are considered essential workers, whose role is critical in the continuity of these important services even under such circumstances. By applying to this position, you acknowledge that Popular may require your services during and immediately after any such events.
If you have a disability or need more information about requesting an accommodation, please contact us at asesorialaboral@popular.com. This email inbox is monitored for such types of requests only. All information you provide will be kept confidential and will be used only to the extent required to provide needed exemptions or reasonable accommodations. Any other correspondence will not receive a response.
Are you ready for a rewarding career?
Popular is an Equal Opportunity Employer
Learn more about us at www.popular.com and keep updated with our latest job postings at www.jobs.popular.com.
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