DIGITAL SERVICE REPRESENTATIVE - METRO NORTH - FIRSTBANK PR

Digital Service Representative Our Company At FirstBank PR, we strive to be a trusted advisor to our clients and our employees are the ones that ensure we deliver on our promise of excellence in personalized customer service. Our more than 3,100 employees in Puerto Rico, the Virgin Islands and Florida share a passion for excellent customer service. We are proud of our team because they are continuously surpassing our client’s expectations. Do you have a passion for helping customers, building relationships, and delivering extraordinary, personalized customer service? If your answer is yes, FirstBank is the number one place for you. A Brief Overview The Service Representative is responsible for attending and processing Bank customer's daily paying and receiving transactions needs through (1\) identifying customer bank products and services needs and referring accordingly, (2\) providing service to customers following the satisfaction standards, (3\) complying with regulatory requirements and operational procedures. Accountable for adhering to the Bank’s BSA, AML and Office of Foreign Asset Control (OFCA) applicable policies. Employee must follow specific unit procedures developed in compliance with the policies. Employee is also responsible for reporting any suspicious activity and/or transactions in accordance with the Bank’s processes and comply with any mandatory BSA, AML and OFAC training assigned. What You’ll Need to Succeed Greeting customers professionally; managing teller traffic; ensures positive first impression. Guide customers to complete transactions using digital and self\-service channels. Provide hands\-on support with mobile banking, ATMs, Remote Deposit and other digital tools. Educate customers on available features and benefits to drive adoption. Promote digital solutions for routine transactions. Guides customers through first digital transaction (e.g., payments, deposits). Assists with password resets, navigation issues, and basic troubleshooting. Complex issues escalate when needed. Provides personalized service and gathers customer feedback. Identify customer needs and refer opportunities to sales or branch staff. Capture feedback on digital tools and customer experience. Report issues and suggest improvements to enhance digital services. Support branch capacity by redirecting low\-complexity transactions. Communicate improvement opportunities to branch leadership and system admins. Additional Responsibilities Monitor customer behavior and transaction patterns to shift routine activities to self\-service and improve efficiency Track daily customers approached, enrolled, and first transactions completed Use downtime to contact prospects, promote products/services and support loan disbursement and sales goals Support referrals and branch sales goals Perform other duties as assigned. Competencies Anticipate and provide service excellence to both internal and external customers. Establish, sustain, and foster both internal and professional contacts to build, enhance and connect to FirstBank services. Deliver clear, effective communication and take responsibility for understanding others. Understand how the organization works, including current and future policies, practices, and trends. Identify problems and conduct appropriate analysis involving others to search for the best solution. Take initiative and assume personal accountability for goals, outcomes, and deadlines. Understand the organization’s vision and uphold the values in everyday work and actions. At higher levels take long\-term view and share with others the vision and the organization path ahead. Provide direction and leadership to help teams achieve goals and operate cooperatively. What You’ll Need: Six (6\) months to one (1\) year of experience working in a sales or customer service environment. A minimum of 24 credits toward an associate or bachelor’s degree, or coursework related to banking, is preferred. Candidates with a combination of practical experience, relevant training, and academic preparation may also qualify if they demonstrate the required skills and competencies. Fully Bilingual (Spanish and English), is required. Strong written and verbal communication for reports, presentations, in both languages. Digital proficiency and ability to learn and explain mobile banking, online banking, ATM functions, Remote Deposit and other self‑service tools Ability to educate customers and employees through clear, simple, and practical explanations Prioritize tasks, manage deadlines, and coordinate resources effectively. Handle sensitive financial and personnel information responsibly. Ability to use Microsoft Office tools, banking software, data security protocols, and digital platforms. Respond to changing regulations, market conditions, and organizational needs. Understand and respond to internal and external client needs. Knowledge of laws, regulatory compliance and other financial regulations. Organized, detail oriented and able to multitask. Also, the ability to evaluate, react and perform quickly and error free. Available to work holidays, weekends, and flexible schedules. * Available to travel between branches within the assigned region, as needed, with flexibility to be reassigned to other branches within the geographical area. Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, skills required of personnel so classified. The reporting relationship may not reflect the most recent changes to the corporate reporting structure. EQUAL EMPLOYMENT OPORTUNITY EMPLOYER