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Oriental Bank Associate, Mortgage Servicing (Customer Service) in San Juan, Puerto Rico

Responsible for contributing to the Mortgage Unit success by effectively servicing telephone and walk-in customer’s inquiries. Take full responsibility for all customer inquiries/concerns/complaints and receive, distribute and resolve any service request presented by the customer. The incumbent must effectively implement the Bank’s defined policies, practices and procedures to enable ongoing compliance to applicable regulatory requirements including the Bank’s BSA/AML Program.


  • Showing respect for the customer by providing welcoming, friendly, personal and confidential service and meeting all standard turnaround times and commitments.

  • Strive to fully satisfy the customer’s needs, referring them to another officer/supervisor only when different skills/knowledge are required.

  • Responsible of receiving and distributing all service correspondence received from branches, customers or any other related area.

  • Prepare Balance Cancellation Request ensuring solicitation complies with mandatory requirement from OCIF including customer authorizations and cancellation document dispatch

  • Coordinate post cancellation mortgage note custodial process and customer pay-off required notification letters.

  • Assume and resolve payment claims ensuring customer provides sufficient payment evidence for investigation. Determining if provisional payment credit applies based on REG-E requirement and respond to customer within established timeframes.

  • Timely respond to credit report adverse information correction/update within established timeframe based on FCRA mandatory requirements.

  • Quickly respond and delivery of document requests to customers request (legal documentation, credit file documents, appraisals, and certification letters, and other documents).

  • Loan Information Maintenance – Service fee applications, change of address, adds customer service notes).

  • Prepare accounting entries for payment application.

  • Contribute to the Overall Business Objectives of the Mortgage Servicing Unit.


  • Associate degree in Business Administration, Finance, Accounting or any other related area from a qualified institution.

  • One (1) year of experience in customer service, operational support or related field required. Banking industry and/or mortgage experience preferred. Equivalent combination of education and experience will be considered.

  • Fluency in English and Spanish required, both written and verbal.

  • Working knowledge of lending regulations and guidelines is preferred.

  • Excellent presentation, communication and writing skills.

  • Ability to manage complex & difficult conversations in a service-oriented manner is required.

  • Negotiation skills highly desirable.

  • Proficiency in computer software and applications required, including MS Office.

  • Capable of exerting analysis, problem resolutions, detail-oriented and execute various tasks simultaneously, while maintaining the quality standards.

  • Availability to work in various shifts and days required. Flexibility to work overtime and/or irregular schedules that may include weekends is highly desirable.

    Oriental is an Equal Opportunity Employer (M/F/V/D)

Oriental Bank requires evidence of COVID-19 vaccination as an employment requirement. Religious and medical exemptions may be provided in accordance with applicable federal and state laws and regulations.


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.

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.