Business Analyst - Mortgage Servicing - Firstbank Pr

FirstBank Puerto Rico • San Juan, PR

2d • Onsite

About The Position

At FirstBank PR, we strive to be a trusted advisor to our clients, and our employees are the ones that ensure we deliver on our promise of excellence in personalized customer service. Our more than 3,100 employees in Puerto Rico, the Virgin Islands and Florida share a passion for excellent customer service. We are proud of our team because they are continuously surpassing our client’s expectations. The Business Analyst (BA) within the Mortgage Servicing Unit serves as a key liaison between business operations, technology, compliance, and vendor partners. This role is responsible for analyzing servicing processes, identifying gaps and opportunities for enhancement, and automation of operational processes and reporting. Working closely with servicing operations, management, and technology teams, ensures that data is accurate, timely, and actionable, enabling leadership to better track performance, identify trends, and address operational risks.

Requirements

• 1 to 2 years of experience in a Business Analyst or similar position.
• Direct experience in downloading and manipulating data to develop statistics, KPIs and develop business reports.
• Must be fully bilingual (Spanish/English)
• Strong analytical, problem-solving, and communication skills.
• Experience gathering and documenting business and functional requirements.
• Expertise/knowledge on Access and Excel programs.
• Excellent interpersonal relations skills.
• Frequently interact and share information with unit’s officers, employees of other departments, customers and service providers to share information.
• Business analysis & critical thinking
• Customer Focus - Anticipates and provides service excellence to both internal and external customers
• Building Strong relations - Establishes, sustains and fosters both internal and professional contacts to build, enhance, and connect to FirstBank services.
• Communication - Delivers clear, effective communication and takes responsibility for understanding others.
• Business Acumen - Understands how the organization works, including, current and future policies, practices and trends.
• Problem Analysis & Solution - Identifies problems and conducts appropriate analyses involving others to searches for best solutions.
• Ownership - Takes initiative and assumes personal accountability for goals, outcomes and deadlines.
• Vision & Values - The employee understands organization’s vision and upholds the organizations values in everyday words and actions. At higher levels the employee takes a long-term view and share with others the vision and the organization path ahead.
• Collaboration & Teamwork - Provides direction and leadership to help teams achieve goals and operate cooperatively and cohesively

Nice To Haves

• Bachelors Degree in Business administration or Industrial Engineering Preferred. A combination of academic background and experience could be considered for the position.
• 1 to 2 years of experience with PowerBI, Dashboards & Excel preferred

Responsibilities

• Assist the Mortgage Servicing Units in developing and running system queries and reports as requested. Many of these reports will be recurrent and need to be updated periodically (daily, weekly and monthly). The employee will be responsible for generating and distributing the recurrent reports as scheduled.
• Download and manage information from various databases to assemble the Mortgage servicing KPIs and dashboards.
• Analyze Mortgage servicing data and results to identify weaknesses, issues and areas of opportunity.
• Support the development and implementation of process improvements and system enhancements.
• Support preparation of metrics, dashboards, and management reporting.
• Develop and maintain business documentation, SOPs, and job aids.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level