Unit Supervisor​/Mortgage Closing

UNIT SUPERVISOR (MORTGAGE CLOSING)

Our Company

At First Bank 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, First Bank is the number one place for you.

The Mortgage Closing Supervisor is responsible for overseeing a team of disbursement officers who conduct mortgage closings. This role focuses on performing closings through the eClosing process to ensure superior customer experience. The Supervisor must ensure compliance with all applicable regulations and manage the effective disbursement of checks, ensuring their availability at closing.

• Team Management:
  Lead and supervise a team of disbursement officers, providing guidance, support, and performance feedback.
• eClosing Process Management:
  Oversee the eClosing process to ensure seamless and efficient customer experience.
• Compliance Assurance:
  Ensure all mortgage closing activities comply with relevant federal, state, and local regulations as well as investor guidelines. Conduct regular spot reviews of closing documentation to ensure accuracy and compliance.
• Disbursement Oversight:
  Ensure the effective management of check disbursements, ensuring checks are available at the time of closing.
• Customer Service:
  Address and resolve any customer complaints or issues related to the closing process. Ensure closing process is of the highest quality to ensure excellent customer experience.
• Training and Development:
  Develop and implement training programs for disbursement officers to improve their skills and knowledge.
• Problem Solving:
  Identify and resolve any issues that may arise during the mortgage closing process.
• Reporting:
  Prepare regular reports on team performance, compliance issues, and customer feedback.

• Bachelor’s degree in Business Administration or related field Or equivalent in experience

• 3 to 5 years of relevant experience in Mortgage Closing
• 3 years of Supervisory experience in banking industry un prefer.
• 3 to 5 years of relevant experience in Mortgage industry.
• Fully Bilingual
• Knowledge:
  In-depth understanding of mortgage closing processes, eClosing technologies, and regulatory requirements.
• Strong leadership and team management skills.
• Customer service:
  Manages difficult or emotional customer situations and responds promptly to customer needs
• Ethics:
  Treats people with respect and upholds organizational values
• Quality:
  Demonstrates accuracy and thoroughness and looks for ways to improve and promote quality
• Technology Knowledge- able to use new systems and/or programs.
• Knowledge of FHA, Conventional, Rural and VA products
• Analytical skills
• Attention to detail: high level of accuracy to ensure all documents are correct and in compliance
• Excellent communication and customer service skills. Ability to effectively communicate with borrowers, lenders and other parties involved
• Mortgage Process knowledge: mortgage documents, regulations, and procedures
• Able to manage multiple tasks and loans simultaneously
• Problem solving able to resolve complex situations in a timely manner, analyze root cause and find solutions
• Knowledge of property taxes requirements and analysis
• Understanding and able to analyze legal documents such as title search and legal opinion
• Abilities to manage time, set goals and prioritize tasks
• Effectively managing disagreements and resolving conflicts
• Being flexible and able to adjust to changing circumstances and new information
• Building strong relationships with team members, fostering collaboration, and creating a positive work environment

Disclaimer:
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, skills required of personnel so classified. The reporting relationship may not reflect the most recent changes to the corporate reporting structure.

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