BUSINESS SUPPORT REPRESENTATIVE - MORTGAGE CUSTOMER SERVICE - FIRSTBANK PR Job a

BUSINESS SUPPORT REPRESENTATIVE/ MORTGAGE CUSTOMER SERVICE

Our Company

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.

A Brief Overview

Performs a variety of general office work in support of the Mortgage Servicing unit. Makes and receives calls from customers and assists them in different situations regarding their mortgage loan. Assists customers in person. Projects a professional image through customer interaction, demonstrating deep knowledge of products, services, systems, and procedures of the bank.

What you’ll do

1. Provides personalized high-level customer service.
2. Assists all customers (internal and external) who visit the department to request a service related to their mortgage loan, responds and registers customer requests, claims, and complaints on applicable systems as per department policies and procedures.
3. Prepares Mortgage Loan Certification of Cancellation letters (RESPA).
4. Works with the referrals received from the First Line Solution Center and other departments.
5. Prepares documents and reports based on MSP application, Mobius or sending letters to customers as requested.
6. Provides a variety of services to customers, such as: payment claims, debit claims, late charges claim, claims on credit report annotations, insurance and taxes claims, delivery of payment coupons book, copy of payment history, subscription for automatic payment, copy of any documents on file, among other services.
7. Processes the delivery of documents and files to the Central File Department.
8. Supports the processing and Closing Department at their request.
9. Performs other general office duties, such as: answering the telephone, filing, photocopying of documents, sending and receiving faxes and emails, among others.

What You’ll Need to Succeed

Formal Education

• Associate Degree in Business Administration, or equivalent experience. Minimum two or more years of experience in customer service.

Knowledge and Experience

• Knowledge in bank and mortgage products (preferable).
• Available to work from Monday through Friday.
• Availability to work some Saturdays and Holidays.

First Bank Puerto Rico is proud to be an Equal Employment Opportunity Employer and takes affirmative action to employ Women, Protected Veterans, People with Disabilities, and Minorities regardless of gender identity, sexual orientation, and any other legally protected status.

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