Associate, Retail Banking (Hybrid | San Juan, Puerto Rico)

The Associate, Retail Banking plays an essential role in supporting the Bank's digital sales and customer onboarding operations. This position is responsible for reviewing and validating new account documentation, supporting digital banking sales processes, monitoring service quality, maintaining customer data integrity, and helping ensure an exceptional customer experience across digital and retail channels.

Working closely with sales teams, branch personnel, and digital banking partners, this role serves as a key operational resource that helps maintain accuracy, compliance, and efficiency throughout the customer onboarding journey. Based on the intake discussion, the primary focus of the role is ensuring new account documentation is complete, accurate, and compliant while providing day-to-day support to internal sales teams.

What You'll Do

As a Associate, Retail Banking, you will:

• Review and validate documentation for newly opened accounts submitted through retail and digital channels.
• Ensure customer information is accurate, complete, and compliant with internal policies and procedures.
• Identify and correct documentation discrepancies, data entry errors, and account opening issues.
• Support end-of-day sales closing processes across deposit, commercial, credit products, and ACH-related activities.
• Generate, update, and maintain operational and production reports used by management and business teams.
• Coordinate sales documentation distribution using digital tools and electronic signature platforms.
• Monitor service quality and customer experience metrics, including First Call Resolution initiatives.
• Conduct quality reviews of sales transactions and provide recommendations for improvement.
• Support customer profiling, cross-selling initiatives, and customer retention efforts.
• Assist in maintaining the accuracy and integrity of customer information within core banking systems.
• Respond to inquiries from retail and digital banking sales teams regarding account opening documentation and processes.
• Recommend improvements to operational procedures, reporting, and customer experience processes.
• Participate in operational meetings, training sessions, and continuous improvement initiatives.

What We're Looking For

Required Qualifications

• Bachelor's Degree in Business Administration, Marketing, Communications, Accounting, Management, Advertising, or a related field.
• Minimum of one (1) year of experience in sales support, customer service, banking operations, or financial services.
• Strong attention to detail with the ability to identify documentation and data discrepancies.
• Strong customer service orientation.
• Effective communication skills in Spanish and English.
• Ability to multitask and manage competing priorities.
• Basic understanding of banking products and services.
• Proficiency in Microsoft Excel, PowerPoint, and Microsoft Office applications.
• Strong organizational and analytical skills.

Preferred Strengths

• Experience reviewing account opening documents or onboarding transactions.
• Retail banking, branch banking, or digital banking experience.
• Experience supporting sales teams or customer onboarding functions.
• Knowledge of CRM systems and customer data management.
• Experience with DocuSign or similar digital workflow platforms.
• Quality assurance or audit experience in a service environment.
• Ability to train, coach, or guide internal business partners.
• Strong problem-solving and process improvement mindset.

WORK AUTHORIZATION & ELEGIBILITY:

• 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 is an Equal Opportunity Employer (EEO/Affirmative Action for Veterans/Workers with Disabilities)

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