Advisor, Retail Channels (Quality Supervisor)
Full Time
Puerto Rico
Posted
Job description
The Advisor, Retail Channels is accountable for the supervision of the Quality team in charge of measuring the quality of the service offered on our digital channels. Position works on hybrid mode, based in San Juan, PR.
MAJOR RESPONSIBILITIES:
- Prepare daily schedules and agendas for the team.
- Ensure completion of quality assurance reports about channels facilities reviews, channels quality assessment and monitoring to ensure compliance with our brand.
- Through a team, perform quality assurance reviews to assess & measure performance and compliance with our franchise. Make sure, teams review quality of service interactions on face to face, remote (phone, chats, social media) and digital channels. Provide reports of results and collaborate with other areas for continuous improvement initiatives that may results from observations.
- Assign resources to review digital channels readiness and service levels.
- Conduct meetings with manger about unresolved facilities issues in an expeditious and professional manner.
- Review and provide facilities recommendations from the customer journey perspective.
- Monitor channels quality performance in term of image, communications, and readiness.
- Make sure yearly review agenda is completed.
- Monitor and report from the franchise perspective performance, quality, and operational compliance in the field.
- Inform findings, non-compliance, and observations to corresponding to manager.
- Assist in the continued improvement of SOP’s based on quality assurance reviews.
- Other duties maybe assigned.
EDUCATION AND EXPERIENCE:
- Bachelor’s degree in Business Administration, Finance or related field required.
- One (1) year of supervision and lending activities experience required. Preferred for a financial institution.
- 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.
- Comprehensive knowledge of customer service operations.
- Broad knowledge of the industry and an ability to apply and develop innovative advances highly desirable.
- Communicates effectively and clearly with a broad range of employees across the organization, as well as external counterparts.
- Excellent written and verbal communication skills in English and Spanish required.
- Knowledge of the Banking Industry products, services, processes, and regulations preferred.
- Innovation and flexibility for meeting the demands of an ever-changing market.
- Ability to make presentations to employees, members, and general public.
- Analytical, proactive problem solving, organized, detail oriented and able to multitask observing the defined quality standards.
- Proficiency in MS Office (Word, Excel, PPT) and other business applications.
Oriental is an Equal Opportunity Employer (EEO Employer / Affirmative Action for Females / Disabled / Veterans)
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