Associate, Credit Servicing

Hybrid

Hato Rey - Oriental Center Bldg

Full time

R0007777

The Associate, Credit Servicing plays a vital role in delivering exceptional service to customers with consumer, auto, solar, mortgage, and commercial lending products. This position is responsible for investigating customer claims, resolving loan servicing inquiries, researching account concerns, and ensuring all requests are handled accurately, timely, and in compliance with banking regulations.

As part of the Credit Servicing team, you will serve as a trusted problem solver, helping customers navigate complex situations while protecting the integrity of the Bank's lending operations and customer experience.

What You'll Do

As a Associate, Credit Servicing, you will:

• Investigate, analyze, and resolve customer claims, complaints, and service requests related to consumer, mortgage, auto, solar, and commercial loans.

• Review customer concerns, research account activity, and determine appropriate resolutions.

• Communicate with customers to explain findings and guide them through resolution processes when necessary.

• Document service activities, investigations, and resolutions accurately within applicable systems, including PEGA.

• Collaborate with internal departments to facilitate timely and effective claim resolution.

• Ensure all customer interactions and resolutions comply with established service standards and regulatory guidelines.

• Identify opportunities to improve the customer experience through proactive communication and problem resolution.

• Meet established productivity, quality, and customer service goals.

• Maintain detailed and accurate records of customer interactions and case management activities.

• Support special projects, operational initiatives, and department needs as assigned.

• Deliver outstanding service while balancing customer needs and regulatory requirements.

What We're Looking For

Required Qualifications

• Associate Degree in Business Administration, Accounting, Finance, or a related field.

• Minimum of one (1) year of customer service experience within banking, financial services, lending, mortgage servicing, or a related industry.

• Strong customer service orientation with a genuine desire to help others.

• Excellent verbal and written communication skills in Spanish & English.

• Strong analytical and problem-solving abilities.

• Ability to investigate issues, review information, and determine appropriate solutions.

• Strong attention to detail and organizational skills.

• Ability to work effectively in a fast-paced environment while managing multiple priorities.

Preferred Strengths

• Experience supporting consumer lending, auto loans, mortgage servicing, or commercial loans.

• Prior banking, branch, contact center, or loan servicing experience.

• Experience handling customer complaints, escalations, or claim investigations.

• Knowledge of consumer banking regulations and lending practices.

• Familiarity with PEGA or similar customer case management platforms.

• Basic Microsoft Excel skills.

• English communication skills

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)

Recruitment Privacy Statement (https://orientalbank.com/assets/pdfs/recruitment\_privacy\_policy\_statement.pdf)

Compliance Posters

#LI-Hybrid

This may be the opportunity to change your life and take your career to the next level.

Oriental is a great place to work, grow and develop. Each employee is key in the company's success. Our team consists of an excellent group of people and we believe you could be one of them. We offer you the opportunity to work and be part of an organization that is dedicated to progress. We offer diverse employment opportunities that go from internships to executive positions. We recognize that our employees are the most important asset of our company, which is why we foster an environment of collaboration, based on trust and mutual respect. Our selection process promotes equal employment opportunity and does not discriminate on grounds of sex, color, age, social status, religious beliefs, veteran status or disability. Included is reference material including our recruitment privacy policy and any relevant labor laws we abide to:

Compliance_Posters / Labor Laws (https://orientalbank.com/assets/pdfs/compliance\_posters.pdf)

Recruitment Privacy Policy Statement

Esta puede ser la oportunidad que cambie tu vida y lleve tu carrera profesional a otro nivel.

Oriental es un gran lugar para trabajar, crecer y desarrollarse. Cada empleado es nuestro factor clave en el éxito de la compañía. La mejor gente del mundo trabaja aquí y creemos que podrías ser uno de ellos. Oriental te ofrece la oportunidad de trabajar y ser parte de una organización que se dedica al progreso. En Oriental ofrecemos diversas oportunidades de empleo, que van desde internados hasta puestos directivos. Reconocemos que nuestros empleados son el activo más importante de nuestra compañía, es por esto que fomentamos un ambiente de colaboración, basado en la confianza, el respeto mutuo, al valorar las diferencias de cada empleado. Nuestro proceso de selección es uno que promueve la igualdad de oportunidades en el empleo y no discrimina por razón de sexo, color, edad, condición social, creencias religiosas, condición de veterano o incapacidad. A continuación material de referencia incluyendo nuestra política de privacidad y leyes laborales aplicables:

Afiches de Cumplimiento/ Leyes Laborales (https://orientalbank.com/assets/pdfs/compliance\_posters.pdf)

Política de Privacidad de Reclutamiento