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Unit Manager - Commercial Loans and Deposits Services

Our Company

At FirstBank PR , we strive to be trusted advisors 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

Responsible for managing and coordinating the Commercial Loans and Deposits Services (CLDS) activities to provide commercial customers with credit services and deposit services to support their respective businesses. CLDS provide services to commercial customers of both commercial business units: Corporate Banking – commercial loan needs from $5MM & over, and Business Banking – commercial loan needs from $1MM up to $10MM. Provide leadership throughout the CLDS unit to the Business Relationship Specialist (BRS) by ensuring commercial credit monetary transactions’ quality and timely processing and provide the deposit products documentation for account opening. Ensures activities run smoothly and efficiently; promotes excellency in commercial clients’ service experience and unit processes follow controls and established processes for credit and deposits services. Ensure the CLDS staff promotes the image of the Bank in a professional and positive manner; provides supervision, guidance, coaching, follow-up on topics in process, recognition, motivation, training to department personnel, attains quality control and customer service goals, etc. The Unit manager is responsible for metrics and Bank policies and procedures compliance.

What you’ll do

• Responsible for establishing and assigning the clients’ commercial portfolios to be handled by each BRS, ensuring a balanced portfolio throughout BRS staff and determine back-ups among the BRS population considering the need to provide excellent service under out of the office licenses of primarily responsible staff.

• Provide training to BRS in the management of specific credit portfolios and ensure BRS acquires respective knowledge in managing specialized lending rationales (cashflow, commercial mortgage, asset based, governmental, etc.).

• Keep BRS updated on deposits’ products, documentation required for account opening, regulations requirements on BSA - Know Your Customer and administration, procedures to be followed, etc.

• Ensure the monetary transactions are submitted by BRS and processed by support area accurately and on a timely manner, the next day verification is performed and required corrections’ instructions are provided on a timely basis and in compliance with accounting standards, corporate policies, and procedures, etc.; if applicable.

• Keep BRS informed and trained on changes in processes (among others on operational, credit and accounting, etc.); systems applications and tools such as OutSystems, etc.

• Ensure the SLA’s agreed with supporting units are complied with and take pertinent actions with other units’ supervisors to correct deviations.

• Ensure BRS handles daily all clients’ emails with credit and deposit services requests and other services within the relationship group, with a sense of urgency and all the situations reported must have a final resolution.

• Ensure BRS provides the daily activities and status report through TPSS, in order to determine capabilities to manage volume and ensure excellence service to commercial clientele and accuracy of monetary transactions.

• Manages the Expired/Expiring loans by following up ROS on the status and issuing a status report to ROS, BRS and Corporate & Business Banking Management to make sure applicable credit facilities are handled by BRS in terms of extensions or annual reviews. This is of utmost importance for the Bank’s capital allowance and be able to continue with disbursements to support clients’ funds needs.

• Verifies the Commercial Loans Systems have the correct rate pointers (according to rate changes informed by Treasury) for rate indexes used in the commercial loan portfolio and if not available, requests to Commercial Loans Processing, advises Credit Administration and Corporate and Business Banking staff of new rate indexes established as required to comply with automatic rate changes. This will avoid manual repricing and error occurrence.

• Identifies questionable actions, operational inefficiencies and problems, identifies the best alternative to correct situations, performs adjustments and follows through with resolution on credit and deposits services.

• Provides coaching to BRS in the handling of unusual situations that might arise, identifies cause root and clarifies processes doubts on operations standards as well as monetary impact situations.

• Develop and promote a working environment that not only drives customer satisfaction and retention, but also increases employee satisfaction by developing strategies that increase employee engagement.

Other Responsibilities

• Works in systems conversions, upgrades and enhancements, procedures updating, processes improvements, efficiency actions, cost cut activities, etc.

• Works on special projects/assignments as requested by Management.

Supervisory Responsibilities

This position has direct supervisory responsibilities for the Commercial Loans and Deposits Services staff.

What You’ll Need to Succeed

A Bachelor’s Degree in Business Administration is required for this position. The incumbent must have five years of experience in a similar position within the Banking Industry. This experience must include Banking Laws and Regulations, Loan processing and knowledge of Compliance.

Competencies

• Supervisory and team building skills, to build morale and group commitments to the goals and objectives.

• Strong knowledge of commercial banking clients’ service excellence.

• Leadership

o Delegation: Sets expectations and monitors delegated activities,

o Supervision: Mobilizes others to fulfill the vision of the Bank.

o Managing People – Includes staff in planning, decision making, facilitating and process improvement; provides regular performance feedback.

• Strong analytical skills to collect and complement data.

• People skills.

• Strong organization and communication skills.

• Self-directed and initiative-taking with an ability to work in a demanding environment. Develops project plans, being able to coordinate projects and communicate progress, completing projects on time.

• Strong problem recognition and resolution skills. Develops alternative solutions.

• Open, accessible communication style.

• Cooperative collaborator. Balances team and individual responsibilities, gives and welcomes feedback, contributes to building a positive team spirit.

• Proficient in the use of software including Word, Excel, etc., in addition to internal bank systems.

• Understands the local legal, regulatory and compliance issues related to the Banking Industry.

• Interact with other bank areas in the problem solving related either to clients, to establish more efficient processes, etc.

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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