Qureos Mentor

FirstBank

<div>OPERATIONS INSURANCE ANALYST (OPERATIONS) 
Job Summary:
The Analyst provides support managing a broad variety of operations and administrative departmental activities. This includes the operational excellence process and initiatives, conducting data integrity, compliance, and operational efficiency analysis and reporting. This includes the development, integration and preparation of Executive and Senior Management presentations and reports. 
 
Essential Responsibilities:
Insurance quality report on a monthly base
Review and analyze several Insurance, Escrow and Tax reports to capture anomalies.
Ensure procedural manuals are maintained and properly updated.
Assist in the documentation of audit comments corrections
Perform the daily/monthly commercial insurance renewals for escrow and non-escrow accounts, general liability and Master policy insurance, Hazard and Flood insurance.
Request policy renewal from customer/agent and update policies within customer loan account.
Review Insurance policies to ensure they meet established coverage and regulatory requirements.
Update HOA insurance policy on daily base
Keep abreast of and constantly monitor and apply residential and commercial insurance compliance rules and regulations, like FEMA for flood insurance and the likes to mitigate inherent risks.
Assist in the Property Taxes payment process. Pull reports and prepare loan portfolio for reconcilement, review and correct loan addenda and incorrect payments.
Update Tax Addendum in Navigator on a daily base
Provide daily support to the Loan Payment Servicing and Mortgage insurance inbox regarding any insurance, taxes
 
Maintain Satisfactory compliance on all SOX and Audit compliance.
Participate in departmental projects assigned by supervisor, manager, and regional director.
Learn other tasks and serve as back up for another Operations Analyst including Balancing daily and monthly the GL&rsquo;s account for loan servicing 
 
Other Responsibilities:
Support to other operations areas as needed.
Monitor departmental metrics to identify process improvement in order to achieve measurable and sustainable results for continuous reduction.
Assist in monitoring of workload within the unit and capacity planning analysis. 
Support in the root cause analysis of departmental issues and opportunities of improvement, and train on these topics until resolution. 
 
Independence of Judgment:
The degree of judgment is related to the integration and coordination of varied elements and its application to specific subjects. 
 
Impact of Errors:
The errors impact is related to the stability and continuity of the Corporation. 
 
Work Environment:
Employees in this job work in an office environment with a comfortable room temperature, good lighting, and quiet conditions. These employees are exposed to external elements when representing the corporation at external events and may be required to work extended hours, including holidays, should these coincide with company events. 
 
Competencies:
The competencies detailed below are the behaviors to be exhibited by the incumbent while performing his/her duties as relates to our corporate values, culture, and philosophy. 
 
Initiative and Business Perspective:
Strives to know the market in which his/her operations are held. The incumbent must have knowledge of how a corporation works, including current and future policies, best practices, trends and business background. Must also have knowledge of the effect of decisions in the accomplishment of objectives. The employee must show knowledge of the competitive environment and strategic thinking, risk dimensions and skills to provide alternatives to these.
Communication Skills:
Excellent verbal and written communication in English (Spanish is a plus). 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. The employee recognizes the value in the continuous sharing of information and the competitive advantage that this brings. The employees actively seek information from a variety of sources and communicates it in different forms. The employee has the capacity to use different technologies to access and share information. Assumes the responsibility to ensure his/her employees have the updated and precise information, needed for success. Ability to communicate and interact with all levels of the organization.
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. 
CorporateCompliance:
 DemonstratethevaluesoftheCorporation:Integrity, Respect, Responsibility, Support, Innovator, Agile, Compromised with Quality,
Customer Focus. 
 
Leadership and Influence:
Influences in a positive way other people, while demonstrate ability to master the skills necessary for the completion of goals established. 
Problem Resolution:
Can identify problems, resolve these, act with determination and demonstrate good judgment and integrity. Can differentiate between causes and symptoms and compiles information and alternatives to illustrate problems and issues. Involves other people, as appropriate and obtains information of various sources to reach a solution. Establishes a balance between analyzing and resolving an issue. Is compromised with action and due dates. 
Vision and Values: Understands the tasks assigned and how these are directed to the achievement of objectives, identifies opportunities that represent a better alternative to achieve objectives. The behaviors are aligned to the vision and values, even though it might be difficult to achieve. 
Quality: Demonstrates accuracy and thoroughness and looks for ways to improve and promote quality. The person&rsquo;s delivers and/or manage the delivery of results which meet the highest standards of quality. Strives for continuous improvement and the sharing of best practices. 
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. 
Quality: Maintain strong attention to details. 
Computer Literature: Advanced in Microsoft (Outlook, Word, Excel, Access and Power Point) 
Analytical Skills: Strong analytical skills and ability 
 
Minimum Requirements: 
 
Minimum of 3 years&rsquo; experience in a similar role. 
Ability to work independently as well as part of a team to achieve department goals. 
Ability to follow instructions and be detail oriented. 
Proven record of going above and beyond in assigned duties. 
Ability to work well with all levels of management and staff. 
Ability to work in a high volume and time sensitive 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 indented 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. 
EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER</div>

OPERATIONS INSURANCE ANALYST- WATERFORD

<div>CUSTOMER SERVICE &amp; SALES REPRESENTATIVE
FIRSTLINE CALL CENTER
FIRSTBANK PR
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&rsquo;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
The Customer Service &amp; Sales Representative answers telephone calls to respond to customer inquiries or perform sales activities. Projects a professional image through phone interaction, demonstrating deep knowledge of products, services, systems and procedures of the bank. The incumbent is required to work on a flexible schedule and understand that he/she will be assigned to work on weekdays, nights, holidays and weekends. 
What You&rsquo;ll Need to Succeed<ul><li>
Answers telephone calls, responds and registers customer requests, claims and complaints on applicable systems as per department policies and procedures.</li><li>
Keeps up to date on all products, services and applicable regulations.</li><li>
Builds customer&rsquo;s interest in the services and products offered by the bank.</li><li>
Sell and provide orientation of bank products to new and existing customers and promotes incremental sales through cross sells initiative.</li><li>
Provides personalized high level customer service.</li><li>
Provides customer satisfaction to both internal and external customers and strives to continuously improve service delivery.</li><li>
Recognizes, documents, and alerts the supervisor of trends in customer calls volumes.</li><li>
Responsible of preventing and identifying possible red flags indicators and security fraud codes.</li><li>
Manages customers interactions or other channels such as: voicemail, email and chat.</li><li>
Meet monthly targets to achieve individual and departmental goals.</li></ul><ul><li> Other duties as assigned.</li></ul>
Competencies:
The competencies detailed below are the behaviors to be exhibited by the incumbent while performing his/her duties as relates to our corporate values, culture and philosophy.<ul><li> Bank-Wide products knowledge</li><li> Team work orientation</li><li> Call Center management knowledge</li><li> Client service</li><li> Sales skills and techniques</li><li> Advanced communication skills: Write, speak English and Spanish</li><li> Good keyboard skills (min. 30 wpm)</li><li> Telephone etiquette knowledge</li><li> Language: good to excellent verbal and written skills in both English and Spanish; fully bilingual</li></ul> 
What You&rsquo;ll Need:<ul><li> Technical course or Associate Degree, preferable in Business Administration</li><li> One to two years of experience on Customer Service or Sales Marketing</li><li> Experience and/or knowledge in banking products and services</li><li> Exceptional skills in keyboard (type 30 wpm) and operating computer systems</li><li> Knowledge of telephone etiquette</li><li> Experience in customer service to adept in using search tools, browsers, e-mail features, tracking features and familiarity of CRM solutions</li><li> Strong sense of responsibility, punctuality, high level of motivation, good interpersonal skills. Superior bilingual communication skills, both oral and written</li><li> Basic arithmetic skills required</li><li> Must be flexible to work 24 x 7 shifts, including nights and weekend</li><li> Full Bilingual (Preferred)</li></ul> 
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. 
EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER</div>

CUSTOMER SERVICE & SALES REPRESENTATIVE - FIRSTLINE CALL CENTER - FIRSTBANKPR

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OPERATIONS INSURANCE ANALYST- WATERFORD

CUSTOMER SERVICE & SALES REPRESENTATIVE - FIRSTLINE CALL CENTER - FIRSTBANKPR