Advisor, Retail Channels (Supervisor)

• Manages overall Virtual branch office operation.
• Observe and monitor customer traffic to ensure high quality services while meeting Service Level Agreements (SLA).
• Maintain solutions focus across our digital channels and promote sales referrals as needed.
• Responsible for the delivery of proactive and dynamic customer service to the Virtual Branch at each service ITM
• Administer personnel to maintain service levels.
• Monitors, evaluates and coach personnel performance to ensure compliance with our values, attributes and value proposition on daily activities and interactions to guarantee customer satisfaction through coaching and call quality.
• Assists in recruitment, selects, trains, motivates, and develops assigned staff; completes and conducts performance appraisals.
• Represents the financial institution to the community through good customer relations.
• Reviews and approves banking transactions in accordance with established authority levels/limits.
• Ensures branch compliance with bank regulations, requirements, and procedures; ensures staff follows operational and security policies and procedures.
• Manages branch audits.
• Monitor chat or support channels, support queues and call traffic, through the system and established service levels.
• Assist and validate the cash balances of the associates (Virtual Tellers) and carry out the final balance of the Branch.
• Assist area quality controls such as associate access (Virtual Tellers), review of desktops, folders, organization in general.
• Other duties may be assigned.

• Bachelor’s degree in Business Administration, Finance, or related field required.
• Three (3) years of experience leading and supervising customer service teams required in a financial services organization (highly desirable).
• 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.
• Strong analytical skills and proactive problem-solving skills to handle diverse assignments.
• Proficiency in MS Office (Word, Excel, Outlook), reporting systems and other business applications required.
• Demonstrated ability to analyze problems/issues, collect data and information, evaluate and recommend alternative solutions.
• Excellent communication skills and ability to work collaboratively and effectively with diverse staff, colleagues and clients.
• Fully bilingual: English and Spanish (written and verbal) required.
• Flexibility to work existing shifts seven days a week in Remote Channels and availability to adapt to operational needs.

• Legally authorized to work in the US is required. This position is of indefinite duration and requires candidates to have permanent or ongoing work authorization.
• Employee is responsible for maintaining eligible work authorization throughout his tenure with the organization.

Oriental Bank