Team Lead – Retail Channels (Associate)

About the role

The Associate, Team Lead, Retail Channels (ATL) supports the Remote Channels area by ensuring efficient service delivery and high customer satisfaction. Working on‑site in Minillas, Bayamon, the role collaborates closely with Advisors and Associates to drive operational excellence.

Key responsibilities

• Monitor customer traffic and enforce Service Level Agreements.
• Assist Advisors and Associates with operational issues and case resolution.
• Clarify technical or service questions to achieve first‑contact resolution.
• Provide real‑time feedback on call handling, identity validation, and issue resolution.
• Coordinate schedules, attendance, and peak‑time coverage for Remote Channels staff.
• Promote digital‑channel solutions and sales referrals.
• Manage inbound and outbound calls, ensuring superior customer service.
• Oversee queue performance, KPIs, and service level compliance.

Required profile

• Associate degree or technical certificate; Business Administration preferred.
• Minimum two years of experience in a customer‑service or call‑center environment.
• Strong analytical and problem‑solving abilities.
• Excellent written and verbal communication in English and Spanish.
• Flexibility to work varied shifts and adapt to operational needs.

Required skills

• Proficiency with Microsoft Office (Word, Excel, Outlook).
• Experience using reporting systems.
• Familiarity with Horizon, Metavante, and AWS Connect platforms.

What we offer

• Permanent position with growth opportunities.
• Dynamic, bilingual work environment.
• Competitive benefits package.