BUSINESS SUPPORT REPRESENTATIVE-LOAN SERVICING-FILING-WATERFORD

First BanCorp•Miami, FL

About The Position

Loan Operation Specialist performs a variety of routine and non-routine operational duties and provides support in operations and administrative departmental activities. This includes performing the operational tasks including but not limited to customer service conducting daily data integrity and input. The Loan Operations Specialist Projects a professional image through phone interaction, demonstrating deep knowledge of residential, multifamily, commercial real estate loans, lines of credit secured by real estate collateral, commercial / business loans, installment consumer loans.

Requirements

Communication Skills: Excellent verbal and written communication in English. Ability to adapt to different types of persons, convey an effective message and listen properly to align needs and ensure a proper outcome for all parties involved.
Customer Service: Seeks to satisfy and exceed the interests, expectations and needs of the customer (internal and external) within the highest standards established within the Corporation.
Innovation: Integrates the creation, enhancement and the changes in the compliance with his/her functions to maximize the effectiveness of the job and originate benefits to the Corporation.
Corporate Compliance: Demonstrate the values of the Corporation: Integrity, Respect, Responsibility, Support, Innovator, Agile, Compromised with Quality, Customer Focus, “Solidario con la Comunidad”.
Quality: Demonstrates accuracy and thoroughness and looks for ways to improve and promote quality.
Teamwork: Contributes to building a positive team spirit.
Ethics: Treats people with respect and upholds organizational values maintaining composure, tact, and courtesy that could be routinely high volume and demanding.
Multitask: Is able to manage various requirements at the same time and able to plan ahead to ensure these are met effectively and efficiently.
Organizational Support: Follows policies and procedures and completes administrative tasks correctly and on time.
Responsive:Seeks to address inquiries and requests on an expedited manner.
Computer Literate: Proficient in Microsoft (Outlook, Word, Excel, and Power Point).
Deviation of normal or customary working schedule, as overtime could be required according to department needs.

Responsibilities

Ensure quality service in calls management are maintained below or under 10% abandoned rate and provide both internal and external customers with adequate service
Assist by organizing and/or processing the daily activities for loan servicing to the core loan system, including: (1) resolving loan exceptions (2) tax and insurance monitoring or processing to include escrow set-up, analysis and data remittance to 3rd party vendors (3) rate changes and accrual adjustments (4) Requesting insurance policy coverages from customers and vendors timely (5) Analyzing and updating insurance policies according to regulatory requirements (6) Daily batch payment processing.
Handle and analyze claims and complaint management system for loan servicing including: (1) Conduct research to resolve loan requests and issues (2) Communicates with internal and external customers to provide resolution (3) Ensure proper analysis of root causes of issues identified (4) Maintains updated dashboards for this area
Assist in Loan Servicing inbox management and the fulfilling of loan services daily requests
Assist in Track It for the Loan Servicing unit
Assist the department in requesting policies for expired insurance on Commercial and residential loans.
Lead in handling the Stale checks due diligence and customer outreach.
Support to other operations areas as needed.
Reconcile daily and monthly GL Reconcilement
Perform other duties and projects as assigned or directed