Advisor, Retail Channels (Operations Specialist)

The Advisor, Retail Channels (Operations) ensure an exceptional experience for our Concierge customers. Will provide operational and service management for the unit, guaranteeing compliance with customer commitments, anticipating and resolving friction in customer experience, and driving continuous improvements based on data analysis, dashboards, customer feedback, and quality reports. Position works onsite based in San Juan, PR.

MAJOR DUTIES & RESPONSIBILITIES:

Concierge Customer Service Management:Ensure an 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 to ensure operational fluidity and efficiency.Monitor daily execution and ensure regulatory and internal policy compliance.Coordinate with other...