Business Relationship Specialist - Platinum Banking - Firstbank Pr

FirstBank Puerto Rico•San Juan, PR

21h•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. Do you have a passion for helping customers, building relationships, and delivering extraordinary, personalized customer service? If your answer is yes, FirstBank is the number one place for you. The Business Relationship Specialist is responsible for managing and servicing the Bank’s portfolio of Act 20/22 clients, as well as the affluent customer segment. This role works closely with Business Relationship Officers (ROs) in generating new client relationships by proactively following up with prospects and ensuring all necessary documentation is completed for account opening. The Specialist plays a key role in supporting ROs throughout the due diligence, onboarding, sales, and cross-selling processes, helping to deliver a seamless client experience. Additionally, the Specialist helps maintain and grow deposit relationships by identifying opportunities to offer complementary banking products tailored to each client’s needs.

Requirements

Bachelor’s degree in Business Administration, but not limited to others, and 1-2 years of experience in personal and commercial banking operations or customer service.
Candidates with a combination of practical experience, relevant training, and academic preparation may also qualify if they demonstrate the required skills and competencies.
Excellent verbal and written communication in both English and Spanish. (Fully bilingual).
Customer Service oriented.
Excellent interpersonal and communication skills.
Good analytical, problem solving and mathematical skills.
Knowledge of banking laws, including Know your customer, Bank Secrecy Act, US Patriot Act, CRA, Truth in Lending, Truth in Savings, among others.
Thorough knowledge of all phases of the division’s banking services and products, commercial operating systems and familiar with documentation used and applicable rules, regulations and procedures.
Knowledge of sales and customer service processes.
Able to manage demanding, difficult or emotional customer situations and respond promptly to customer needs.
Contributes to building a positive team spirit.
Integration with peer departments.
Demonstrates accuracy and thoroughness and looks for ways to improve and promote quality.
Good planning and organization and follow policies and procedures and completes administrative tasks correctly and on a timely basis.
Treats people with respect and upholds organizational values maintaining composure, tact and courtesy that could be routinely high volume and demanding.
Ensure accuracy and quality in work.
Attention to details, addressing customer issues or operational challenges efficiently.
Proficient with computer software, equipment, or platforms used in daily tasks. (Word, Excel, and Power Point).
Available to work overtime when required, available to visit customers and outside agencies when required.
License to operate motor vehicle.

Nice To Haves

Anticipate and provide service excellence to both internal and external customers.
Establish, sustain, and foster both internal and professional contacts to build, enhance and connect to FirstBank services.
Deliver clear, effective communication and take responsibility for understanding others.
Understand how the organization works, including current and future policies, practices, and trends.
Identify problems and conduct appropriate analysis involving others to search for the best solution.
Take initiative and assume personal accountability for goals, outcomes, and deadlines.
Understand the organization’s vision and uphold the values in everyday work and actions.
At higher levels take long-term view and share with others the vision and the organization path ahead.
Provide direction and leadership to help teams achieve goals and operate cooperatively.
Demonstrate curiosity for learning and perform activities to make the most of their skills and boost potential in self and others.
Create a view of change as an opportunity and inspire others.
Look for new ways to experiment with new ideas and approaches.

Responsibilities

Responsible for working closely to the relationship officer in the origination of transactions such as opening and closing of accounts, including but not limited to DDA’s CD’s and Savings, commercial transaction banking products/services, maintenance of authorized signatures, help to keep the business relations by assurance of services and acquiring other banking products among others assigned tasks.
Support the development of new business opportunities and contribute to deposit growth initiatives by identifying potential sales opportunities and refer them to Relationship Officers (ROs) and relevant business units for follow-up.
Receive and initiate client calls, emails, and in-person visits—to coordinate resolution of inquiries, discrepancies, and service requests related to DDA, loan accounts, and other banking products.
Ensure prompt response times and consistently deliver outstanding customer service that meets or exceeds expectations.
Assist in cross-selling bank products and services to existing clients based on their evolving needs and serves as the primary point of contact and a “One Stop Shop” for all client banking needs, across both retail and commercial segments.
Facilitate seamless and positive client experience by acting as a friendly, knowledgeable liaison between the Bank and its clients.
Manage client files in collaboration with ROs, ensuring all documentation is complete, organized, and up to date and assisting in annual on-site visits with ROs to validate business operations and update client profiles as needed.
Ensure client profiles are fully compliant with Know Your Customer (KYC) policies prior to account opening and submit documentation to the appropriate support teams for final onboarding.
Maintains accurate records of account openings and activity logs; assist and/or prepares reports, statistics, graphics, tables, and presentations to support internal and external initiatives and submits reports to the Head Officer upon request.
Maintain thorough knowledge of Bank policies and procedures, particularly those governed by the Platinum Banking department.
Provides front desk support by welcoming visitors to Platinum Banking facilities and serving as the initial point of contact.
Handles incoming phone calls, directing them to the appropriate departments or personnel.
Ensures smooth visitor and client traffic flow, coordinates meeting and conference schedules, and performs a variety of clerical and administrative tasks to support departmental operations.
Delivers consistent customer service assistance with professionalism and efficiency.
Provide support to peers and other departments across the Bank as needed.
Provides front desk support by welcoming visitors to Platinum Banking facilities and serving as the initial point of contact.
Handles incoming phone calls, directing them to the appropriate departments or personnel.
Maintain ongoing communication with clients to resolve inquiries, address KYC-related questions, manage payment callbacks, and assist with investigations.
Ensure timely resolution of account discrepancies across DDA, loan accounts, and other banking services, while adhering to all applicable banking laws and regulations, including but not limited to the Bank Secrecy Act (BSA).
Conduct compliance investigations as required, contributing to the organization's regulatory integrity and operational transparency.
Participate in phone calls and in-person meetings with both prospects and existing clients to provide support and build relationships.
Lead and coordinate meetings in the absence of Relationship Officers (ROs), ensuring continuity and effective communication.
Represent the organization at private events, summits, conventions, and other industry-related activities to foster networking and professional development.
Assist with special projects and ad hoc tasks as assigned, demonstrating flexibility and a proactive approach.
Perform other duties as assigned.