Customer Engagement Specialist

2 weeks ago

New York, New York, United States Popular Full time

At Popular, we are committed to providing a comprehensive range of financial services tailored to meet the diverse needs of our communities across Puerto Rico, the United States, and the Virgin Islands. Our team is passionate about helping customers achieve their financial aspirations through innovative solutions that support them at every stage of their lives. We take pride in our long-standing history of resilience and dedication, which drives us to continuously improve and serve our communities effectively.

Are you prepared to embark on a fulfilling career?

Join our team of over 9,000 professionals across Puerto Rico, the United States, the Virgin Islands, and Latin America.

Become a part of our community

Position Overview

The Sales and Service Associate plays a crucial role within our branch, performing a variety of functions as required. This position focuses on promoting bank products and services to fulfill the needs of both existing and prospective customers while delivering exceptional service that aligns with our organizational goals for growth, profitability, and customer satisfaction.

The Sales and Service Associate is tasked with accurately processing customer transactions while ensuring a courteous, timely, and informative service experience that leaves customers fully satisfied. A key focus is on understanding clients' needs and providing customized solutions that enhance their banking experience.

Key Responsibilities:

Sales

  • Collaborate with branch management to meet or exceed individual performance targets.
  • Establish and nurture trust-based relationships with clients by actively listening and identifying their financial priorities, offering suitable products and services.
  • Engage in sales initiatives to collect data and drive business to the branch, including in-person or phone consultations with clients and community engagement.
  • Support marketing efforts and product launches, adapting sales strategies and utilizing marketing tools and branch technology to achieve desired outcomes.
  • Educate clients on self-service options and encourage the use of digital banking channels (e.g., online banking, mobile banking, digital wallets).
  • Conduct basic inquiries regarding account openings to ensure customer understanding of account features.
  • Stay informed about changes in the banking landscape, competitive environment, and clients' business contexts.
Operations
  • Adhere to all bank policies and regulations to ensure compliance during assessments and audits.
  • Execute teller transactions in accordance with Popular's policies and legal requirements.
  • Assist with the processing of night depository bags and currency, as well as ATM settlements when necessary.
Customer Experience
  • Deliver sales and service activities while upholding Popular's core values: professionalism, accountability, customer focus, and security.
  • Foster a culture of ongoing customer feedback and continuous improvement.
  • Respond effectively to customer requests for account updates or closures, identifying reasons for dissatisfaction and proposing alternatives.
Risk Management
  • Support compliance functions, including reconciliations, audits, reporting, and record management, ensuring adherence to security protocols.
  • Gather and secure necessary documentation for account openings, alerting supervisors to any suspicious activity.
  • Encourage active community involvement and report relevant activities to the appropriate units.
  • Identify and report any fraudulent documentation or activities to the respective supervisors.
  • Maintain confidentiality of customer information and comply with bank policies at all times.
Qualifications:
  • High School Diploma or equivalent, with a minimum of one year of successful sales experience and six months of cash handling experience or related training.
  • NMLS registration; compliance with the Safe Act.
Salary Information

The base salary for this position typically ranges between $24.00 and $26.50 per hour, depending on qualifications and experience. This range does not include incentive compensation or additional benefits.

Popular is an Equal Opportunity Employer.

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