• Customer Service & Sales Representative (Telemarketing Sales... San Juan
  • FirstBank Puerto Rico in San Juan, , Puerto Rico
  • jobs
  • 1 month ago

jobs description



Job Summary:

The Customer Service & Sales Representative answers telephone calls to respond to customer inquiries or perform sales activities. Projects a professional image through phone interaction, demonstrating deep knowledge of products, services, systems and procedures of the bank. The incumbent is required to work on a flexible schedule and understand that he/she will be assigned to work on weekdays, nights, holidays and weekends.

Essential Responsibilities:
• Answers telephone calls, responds and registers customer requests , claims and complaints on applicable systems as per department policies and procedures.
• Keeps up to date on all products, services and applicable regulations.
• Builds customer’s interest in the services and products offered by the bank.
• Sell and provide orientation of bank products to new and existing customers, and promotes incremental sales through cross sells initiative.
• Provides... personalized high level customer service.
• Provides customer satisfaction to both internal and external customers and strives to continuously improve service delivery.
• Recognizes, documents, and alerts the supervisor of trends in customer calls volumes.
• Responsible of preventing and identifying possible red flags indicators and security fraud codes.
• Manages customers interactions or other channels such as: voicemail, email and chat.
• Meet monthly targets to achieve individual and departmental goals.

Other Responsibilities:
Other duties as assigned.

Independence of Judgment:
The degree of judgment is related to the compilation and/or presentation of customer information. Employee work under direct supervision with little discretion to vary how tasks are performed or scheduled.

Supervisory Responsibilities:
This position has no supervisory responsibilities.

Impact of Errors:
The impact of errors of this position could affect essential activities of administrative, operational or business nature that have a considerable economic impact and also affect the overall customer service and image of the Bank.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Specific vision abilities required by this job include close vision and distance vision.
While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand and walk. May be required to lift and move boxes or packages not exceeding
10 pounds in weight.

Work Environment:
Employees in this job work in an office environment with a comfortable room temperature, good lighting, and quiet conditions.

The competencies detailed below are the behaviors to be exhibited by the incumbent while performing his/her duties as relates to our corporate values, culture and philosophy.
• Bank-Wide products knowledge
• Team work orientation
• Call Center management knowledge
• Client service
• Sales skills and techniques
• Advanced communication skills: Write, speak English and Spanish
• Good keyboard skills (min. 30 wpm)
• Telephone etiquette knowledge
• Language: good to excellent verbal and written skills in both English and

Spanish; fully bilingual

Minimum Requirements:
• Technical course or Associate Degree, preferable in Business

• One to two years of experience on Customer Service or Sales Marketing
• Experience and/or knowledge in banking products and services
• Exceptional skills in keyboard (type 30 wpm) and operating computer systems
• Knowledge of telephone etiquette
• Experience in customer service to adept in using search tools, browsers, e- mail features, tracking features and familiarity of CRM solutions
• Strong sense of responsibility, punctuality, high level of motivation, good interpersonal skills. Superior bilingual communication skills, both oral and written
• Basic arithmetic skills required
• Must be flexible to work 24 x 7 shifts, including nights and weekend
• Full Bilingual


The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not indented to be an exhaustive list of all responsibilities, duties, skills required of personnel so classified.
The reporting relationship may not reflect the most recent changes to the corporate reporting structure.

Accountable for adhering to the Bank’s BSA, AML and Office of Foreign Asset Control
(OFCA) applicable policies. Employee must follow specific unit procedures developed in compliance with the policies. Employee is also responsible for reporting any suspicious activity and/or transactions in accordance with the Bank’s processes and comply with any mandatory BSA, AML and OFAC training assigned.


Job Type: Full-time

Pay: From $30,000.00 per year

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Parental leave
• Retirement plan
• Tuition reimbursement
• Vision insurance

• 8 hour shift
• Holidays
• Weekends as needed

• Associate (Required)

• Customer service: 1 year (Required)

Work Location: In person
San Juan Puerto Rico


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