Unit Supervisor - Mortgage Clear To Close - Firstbank Pr

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 Unit Supervisor is responsible for leading and overseeing the unit dedicated to managing, clearing, and completing all conditions required to close mortgage loans. This role ensures timely, accurate, and compliant fulfillment of closing conditions in accordance with regulatory requirements, investor and guarantor guidelines, and internal policies. The Unit Supervisor provides daily operational oversight, supports staff development, manages workflow and priorities, and partners with underwriting, closing, and other mortgage production teams to achieve clear-to-close and closing timelines while maintaining high quality and customer experience standards.

• Supervise daily workflow, loan pipelines, and staff assignments to meet established cycle time targets from approval to closing, prioritizing files based on closing dates, risk, and complexity.
• Review and monitor the quality of cleared conditions and loan documentation to ensure compliance with regulatory requirements (e.g., TILA‑RESPA), investor and guarantor guidelines, and internal mortgage policies and procedures.
• Provide leadership, coaching, and guidance to team members, including training on condition interpretation, documentation standards, system usage, and regulatory requirements to ensure consistent performance and adherence to procedures
• Act as an escalation point for complex, high‑risk, or exception loans, working with underwriting, closing, quality, sales, and other mortgage production partners to resolve issues and avoid closing delays
• Ensure proper execution of internal controls, including segregation of duties, supervisory review, documentation retention, and compliance with audit, quality control, BSA, AML, and OFAC requirements.
• Monitor unit performance metrics such as cycle time, error rates, condition suspense trends, and closing readiness, and implement corrective actions to improve efficiency, quality, and customer experience.
• Promote a customer‑centric closing experience by ensuring condition requests are clear, accurate, and appropriate, minimizing retouches, last‑minute documentation requests, and borrower confusion.
• Ensure clear, proactive, and timely communication with borrowers throughout the process, providing transparency on requirements, next steps, and potential issues — aligning with the communication expectations.
• Collaborate with loan officers, closing teams, and business partners to resolve issues, maintain communication, and ensure smooth loan closing
• Identify and implement enhancements in systems, workflows, and digital tools to strengthen operational efficiency and borrower experience.

• Bachelors Degree in Business Administration, Acoounting or field related

• 3 – 5 years in Mortgage operations, including loan processing, underwriting, closing and/or mortgage roles.
• 1 – 2 years in Supervisory or leadership experience preferred

• Customer Focus
  - Anticipate and provide service excellence to both internal and external customers.
• Building Strong relations
  - Establish, sustain,…