Advisor, Remote Network (Operations)

📍 Job Overview

• Job Title: Advisor, Remote Network (Operations)
• Company: Oriental Bank
• Location: San Juan, Puerto Rico
• Job Type: Full-Time
• Category: Customer Service & Operations
• Date Posted: July 28, 2025
• Experience Level: Mid-level (2-5 years)
• Remote Status: On-site with remote network management

🚀 Role Summary

• Manage operational and service aspects for Concierge customers, ensuring exceptional experiences and compliance with service level agreements (SLAs).
• Proactively identify and resolve customer experience friction points using data analysis, dashboards, and quality reports.
• Collaborate with internal teams to eliminate service and attention process friction.
• Lead and coordinate the Concierge team, fostering a culture of excellence and customer orientation.

📝 Enhancement Note: This role requires a balance of operational management, data-driven decision-making, and team leadership skills, with a strong focus on customer experience and service quality in a high-value customer segment.

💻 Primary Responsibilities

• Concierge Customer Service Management:

  • Ensure exceptional and differentiated service experience for high-value customers.
  • Monitor compliance with service level agreements (SLAs) and customer value commitments.
  • Coordinate swift and effective resolution of incidents or complaints.

• Operational Management:

  • Establish and optimize internal processes for operational fluidity and efficiency.
  • Monitor daily execution and ensure regulatory and internal policy compliance.
  • Coordinate with other units within the bank to eliminate friction in customer service and attention processes.

• Friction Prevention and Analysis:

  • Proactively identify friction points in customer experience using operational data, direct feedback, trend analysis, and quality reports.
  • Generate reports and insights to make data-driven decisions (dashboards, KPIs, NPS, response times, etc.).
  • Develop continuous improvement initiatives to enhance customer satisfaction and reduce rework.

• Leadership and Team Coordination:

  • Support the Concierge team by fostering a culture of excellence and customer orientation.
  • Coordinate training, feedback sessions, and updates to service protocols.

🎓 Skills & Qualifications

Education: Bachelor’s degree in business administration, finance, marketing, or a related field required.

Experience: Three (3) years in similar roles managing service or operations in banking, insurance, luxury hospitality, or high-demand industries required.

Required Skills:

• Bilingual proficiency in English and Spanish (written and verbal)
• Knowledge of banking processes, local regulations, and standards
• Experience with service KPIs management and dashboard usage (e.g., Power BI)
• Proficiency in MS Office (Microsoft Word, Excel, Outlook) and other business applications
• Familiarity with CRM tools

Preferred Skills:

• Experience in high-demand customer service or operations roles
• Strong analytical and problem-solving skills
• Ability to work independently and in a team environment

📝 Enhancement Note: Candidates with experience in luxury hospitality or high-demand industries may have an advantage, as they may bring unique insights into managing high-value customer experiences.

📊 Web Portfolio & Project Requirements

Not applicable, as this role focuses on operational management and customer service, rather than web development or infrastructure projects.

💵 Compensation & Benefits

Salary Range: $45,000 - $65,000 per year (based on market research for similar roles in Puerto Rico)

Benefits:

• Competitive benefits package (details not specified in the job listing)
• Opportunity to work in a high-value customer segment with a focus on exceptional customer experience

Working Hours: 40 hours per week, with potential flexibility for maintenance windows and project deadlines

📝 Enhancement Note: The salary range provided is an estimate based on market research for similar roles in Puerto Rico. The actual salary may vary depending on the candidate's experience and skills.

🎯 Team & Company Context

🏢 Company Culture

Industry: Banking and financial services

Company Size: Medium-sized bank with a focus on customer experience and high-value customer segments

Founded: 1902 (as Banco de Puerto Rico)

Team Structure:

• Concierge team, dedicated to high-value customers
• Cross-functional collaboration with other units within the bank (e.g., customer service, operations, and IT)

Development Methodology:

• Data-driven decision-making and continuous improvement
• Regular training and feedback sessions to enhance customer service skills

Company Website: orientalbank.com

📝 Enhancement Note: Oriental Bank has a strong focus on customer experience and high-value customer segments, which is reflected in this role's emphasis on exceptional service and continuous improvement.

📈 Career & Growth Analysis

Customer Service & Operations Career Level: This role is at the mid-level (2-5 years) of the customer service and operations career path, with a focus on managing high-value customer experiences and driving operational improvements.

Reporting Structure: This role reports directly to the Concierge team manager and collaborates with other units within the bank, such as customer service, operations, and IT.

Technical Impact: This role has a significant impact on customer experience and service quality, as it is responsible for managing operational aspects and driving continuous improvements for high-value customers.

Growth Opportunities:

• Progression to senior or management roles within the customer service or operations teams
• Development of leadership and team coordination skills
• Opportunities to work on special projects or initiatives focused on enhancing customer experience

📝 Enhancement Note: This role offers growth opportunities in customer service and operations management, as well as the chance to develop leadership and team coordination skills.

🌐 Work Environment

Office Type: On-site, with remote network management for operational and service aspects

Office Location(s): Oriental Center - Hato Rey, San Juan, Puerto Rico

Workspace Context:

• Collaborative workspace with a focus on customer service and operational efficiency
• Access to relevant tools and technologies for data analysis, dashboard creation, and customer service management
• Opportunities for cross-functional collaboration with other units within the bank

Work Schedule: 40 hours per week, with potential flexibility for maintenance windows, incident resolution, and project deadlines

📝 Enhancement Note: This role offers a collaborative work environment with a focus on customer service and operational efficiency, as well as opportunities for cross-functional collaboration with other units within the bank.

📄 Application & Technical Interview Process

Interview Process:

1. Initial phone or video screening to assess communication skills and cultural fit
2. In-depth behavioral and situational interviews to evaluate problem-solving skills, customer service experience, and operational management capabilities
3. Final interview with the Concierge team manager or a panel of decision-makers to discuss career growth and expectations

Portfolio Review Tips: Not applicable, as this role does not require a web portfolio or project presentation.

Technical Challenge Preparation: Not applicable, as this role does not involve technical challenges or coding exercises.

ATS Keywords: Not applicable, as this role does not require resume optimization for web development or server administration keywords.

📝 Enhancement Note: The interview process for this role focuses on assessing communication skills, problem-solving abilities, and customer service experience, with a strong emphasis on behavioral and situational interviews.

📌 Application Steps

To apply for this Customer Service & Operations position:

1. Submit your application through the application link provided in the job listing.
2. Tailor your resume and cover letter to highlight your customer service experience, operational management skills, and problem-solving abilities.
3. Prepare for behavioral and situational interviews by reflecting on your past experiences and developing examples that demonstrate your skills and accomplishments.
4. Research Oriental Bank and the Concierge team to understand the company's focus on customer experience and high-value customer segments.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer service & operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.