Retention and Portfolio Management Technician / Banking Back Office

Do you have previous experience in the banking environment, handling of Financial Terminal and advanced data analysis, and are you looking for a stable full-time position in Barcelona? If you consider yourself an analytical, proactive person, with strategic vision and oriented towards continuous improvement and excellence in customer experience, this opportunity is for you. We offer you the possibility of joining a first-class corporate environment within the insurance and financial sector, assuming a key role in retention, portfolio management, quality control, and optimization of operational processes in an office located in the Sants-Montjuïc area.

In your day-to-day, you will combine direct contact and telephone customer service with operational analysis and quality monitoring in portfolio management, performing the following main responsibilities:

Portfolio management and telephone service: making calls to customers for the retention, loyalty, and operational management of their portfolio of financial and insurance products.

Audit and quality control: execution of audits on calls and interactions carried out (both with customers and with office managers), detecting operational deviations and proposing improvement plans.

Data analysis and continuous improvement: definition of key performance indicators (KPIs) and monitoring mechanisms, preparation of recommendations to increase quality, productivity, and customer experience, and active participation in transformation projects and pilot tests.

Operational monitoring and reporting: periodic preparation of reports and dashboards, rigorous recording and maintenance of information in Salesforce, and cross-functional collaboration with internal teams to ensure the correct execution of commercial processes.

Academic training: University degree (Grado).

Required experience

Previous experience performing customer service and welcome (Welcome) roles in the group's banking offices.

Track record in quality, auditing, operational control, or process analysis environments.

Fluency in handling and processing large volumes of information.

Valuable experience: Previous experience in commercial campaigns, contact center environments, the insurance sector, or pension plan management.

Technical knowledge and tools

Advanced Excel (essential): mastery of pivot tables, Power Query, and complex data analysis and processing.

CRM and banking environments: experience in using Salesforce (or equivalent CRM) and querying/management in Financial Terminal.

Office automation: fluent handling of the Microsoft Office suite (Word, PowerPoint, and Outlook), as well as availability for the use of coordination platforms (Quioo). Knowledge of automation or quality audit tools will be valued.

Key competencies: Analytical, proactive profile, with strategic vision to identify patterns and improvement opportunities, high adaptability to new environments and tools, autonomy, results orientation, and excellent communication and collaborative work skills.

Contract type: Full-time permanent-discontinuous commercial contract (position of a stable nature linked to the service).

Start date: November 23, 2026.

Working day and schedule: Full-time, 39 hours per week, with intensive schedules on Fridays and during the summer:

Monday to Thursday: From 08:00 h to 17:00 h.

Friday: From 08:00 h to 15:00 h.

Month of August: Intensive schedule from 08:00 h to 15:00 h (7 hours daily).

Salary remuneration: €22,869.98 gross per year, set in accordance with the Collective Agreement for Offices and Desks.

Social benefits: Meal allowance of €12.10 per worked day (applicable Monday to Thursday).

Location: Workplace located in Barcelona city (Carrer de Juan Gris, Sants-Montjuïc district).