Job Summary: We are seeking a professional to carry out commercial activities, comprehensively manage and serve non-personalized and optional customers, and ensure service quality and customer retention. Key Highlights: 1. Develop your professional career in a global company 2. Work in multidisciplinary and diverse teams 3. Responsible banking that aspires to a more inclusive and sustainable society **Do you want to develop your professional career?** BBVA is a global company with over 160 years of history, operating in more than 25 countries where we serve over 80 million customers. We are more than 121\.000 professionals working in multidisciplinary teams with diverse profiles including finance specialists, legal experts, data scientists, developers, engineers, and designers. Our people make the difference in our success. **Contract Type:** Regular (Indefinite) **What Are We Looking For?** Carry out commercial actions and campaigns targeting non-personalizable customer segments and also optional customers from the Office not assigned to any portfolio. Maintain up-to-date, high-quality information in the database for current and potential customers. Provide the first point of personalized customer service when their commercial activity takes place within the Office premises. Plan and support your commercial activities using available tools, coordinating with the Office Manager to achieve product/service/migration targets. Conduct telephone-based customer management, as well as certain actions targeting non-customers. Proactively manage the non-personalized and optional customer base in terms of service quality and management outcomes, both via telephone and on-site. Seize all opportunities arising at the branch to market products and services, and to update and maintain customer data, consistently and prioritizing this in every interaction. Continuously perform cross-selling during customer interactions—not limiting efforts to a single product or transaction—continuing the sales process for complementary products whenever possible. Gain maximum understanding of customers and their needs by leveraging available tools. Provide comprehensive customer service, maintaining a consistent focus on service quality and promoting customer and transaction migration to alternative channels. Manage incident resolution or complaints responsibly, ensuring service quality and response agility. Identify dissatisfied customers or those intending to terminate their relationship with the Bank, offering alternatives to retain them while always considering value creation. Base your performance on objectives and activities outlined in the Commercial Systematic Framework, prepared monthly by the Office Manager in coordination with the Personal Banking Executive. Continuously monitor active risk, acting preventively upon risk alerts and anticipating possible deterioration in portfolio risk quality. Permanently manage overdue risk (personal loans, credit cards, overdrafts, etc.) to plan and execute necessary recovery actions. Adequately follow up on the PPG, related to assigned objectives and activities, and implement required corrective actions and adjustments in coordination with the Office Manager. Attend all meetings to which you are summoned and actively participate, informing Office members about issues identified during your management work, and key aspects regarding characteristics and needs of customers within your segment. Evaluate and analyze credit operations and escalate them to appropriate levels; rectify observations in documentation until approval is achieved. Provide comprehensive service, including certain contracting, front-office, and operational tasks. Open all types of accounts required by your assigned customer portfolio. Inform, pre-qualify, and issue Credit and Debit Cards (within your delegation). Also assign, cancel, or block coordinated cards and debit cards. Send documentation for deteriorated credits to the Extrajudicial and/or Legal departments (in coordination with the Office Manager). Carry out registration, maintenance, and cancellation of direct debits. Implement adequate controls to ensure batch transaction processes are fully completed—for example: card cancellations prior to settlement dates, etc. Update, clean, and properly archive customer documentation. Update the database with high-quality documentation and information. Consult and record customer information related to anti-money laundering activities. Assess and propose any other pricing proposals, conditions, etc., and request preferential rates for loan disbursement. Facilitate payment schedule simulations, generate approvals and linkages of approved products in work tools, facilitate document legalization, and manage documentation for products accepted by the customer. Comprehensively manage and monitor the evolution of your portfolio and your team’s portfolios (analysis, recovery activity management, etc.), both in volume and profitability, as this is your responsibility. Perform other functions assigned by your manager in response to business needs. Validate customer data before delivering requested products. Manage insurance sales. Deactivate limits and blocks after validating powers of attorney and signature registrations requested by the customer. **Responsible Banking** --------------------- Our responsible banking model **aspires to achieve a more inclusive and sustainable society.** Because the future of finance is financing the future. We began with the spirit of helping others make the best financial decisions. That spirit remains today and drives us forward, prioritizing innovation and digital transformation, and making the opportunities of this new era accessible to everyone. **Diversity** -------------- At BBVA, we believe that having a **diverse team** makes us a better bank. For this reason, we **actively support diversity, inclusion, and equal opportunity**, regardless of race, gender, age, religion, sexual orientation, gender identity, gender expression, among others. We foster a collaborative and inclusive work environment that enables each person to bring forth their best self. **Our Values** -------------------- **Our values define our identity** and serve as the driving force behind realizing our purpose, guiding all our actions and decisions. **Legal Requirements** If the position you are applying for is located outside the country where you currently reside, you may need to obtain a visa and/or work permit and/or residence permit, and comply with any other requirements mandated by local labor and immigration regulations or applicable professional regulations for the position in that country. In the event you are selected as the final candidate, BBVA may assist you in processing the corresponding permit/visa, with the understanding that if, for any reason, (i.) the relevant visa and/or work permit and/or residence permit is not issued, or (ii.) any other requirements mandated by local labor and/or immigration and/or professional regulations applicable to performing the position in that country are not met, unfortunately you will be excluded from the position. Likewise, if you already hold a visa and/or work permit and/or residence permit for the relevant country, please indicate this when applying for the position.
María García
Indeed · HR
María García
Indeed · HR
