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SAG Business Relationship Specialist

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

The SAG Business Relationship Specialist (BRS) is responsible for effective handling and coordination of the bank unit's efforts in servicing internal and external customer needs and in the resolution of customer inquiries while assuring the compliance of operational controls, policies, and regulations applicable. This staff is instrumental in providing overall support to SAG’s Portfolio Manager and Relationship Officers in the enrollment and closing of their transactions and services functions as a secondary point of contact for customers. The BRS identifies clients’ needs, recognizes opportunities and the need of products and/or services to satisfy commercial clients’ needs.

What You’ll Need to Succeed

• Process loan payments, adjustments, and provide customers with information regarding loan balances, payments, and due dates. Performs loan analysis related to principal and interest applied to individual cases as needed or required. Prepare input forms for account maintenance related to changes in interest rates, maturities, administrative extensions, billings, etc.

• Prepare accounting transactions related to payments to SBA's loans as per RO's instructions, disbursements, unit repayments, principal and interest payments directly in ASP, MSP, and Debt Manager, etc.

• Transactions review (next day) of data completeness and accuracy along with coordinating any correction as needed.

• Receives and initiates customer calls, emails and or receives in-person visits to coordinate bank’s unit efforts in the resolution of investigations, requirements, and discrepancies in the customers deposit accounts, loan accounts, and any other product/service. Ensures follow up with processes to finally remit to customers the necessary information guaranteeing an effective and timely resolution.

• Performs loan analysis, reaching clear conclusions, related to principal and interest application to cases.

• Manages the loan servicing of participations in which the Bank is the Agent, assuming the responsibility of allocating loans on advances (if a line of credit), issuing billing, and clarifying differences or any other related with participant Banks based on their loan acquired percentage.

• Provides support in maintaining electronic credit files with updated documents and keeps the documentation covenants up to date to property taxes, financial statements, rent rolls, among others. Assist Relationship Officers in following up missing or expired documentation pending to be received.

• Analyze and prepare input forms related to updates in core systems information related to officer code on DDA accounts and loans when a customer is transferred to SAG and during SAG management. Interest rate maintenance, maturities due to extensions, etc.

• Receive, record, and deposit checks ensuring Checks Log completeness.

• Ensure compliance with policies, procedures, and regulations applicable to products and services.

• Point of contact for unit mail (Receive and deliver).

• Assist in auditing process to ascertain due dates and deliverables accuracy is met.

• Participate in staff meetings and individual coaching sessions, as needed.

• Control operational costs through proactive management of processes.

• Assist in the Department’s special projects as needed.

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.

• Thorough knowledge of all phases of the division’s banking services and products, commercial operating systems and familiar with documentation used and applicable rules, regulations, and procedures.

• Knowledge of banking laws and regulations, including Know your customer, Bank Secrecy Act, US Patriot Act, CRA, Truth in Lending, Truth in Savings, among others. Knowledge and conduct all actions according to best practices and adhere to operational controls and internal policies/procedures.

• Sales and Customer service: Knowledge of sales and customer service processes. Able to manage demanding, difficult, or emotional customer situations and respond promptly and assertively to customer needs.

• Delivers clear, effective communication and takes responsibility for understanding others.

• Good analytical, problem solving, mathematics and communication skills.

• Building Strong Relationships - Establishes, sustains, and fosters both internal and professional contacts to build, enhance, and connect to First Bank services.

• Good planning and organization and follow policies and procedures and completes administrative tasks correctly and on a timely basis.

What You’ll Need

• Bachelor’s degree in business administration or associate degree with at least two (2) years of experience in commercial banking operations or customer service or equivalent combination of education and experience sufficient to successfully perform the essential functions of the job is required.

• Microsoft Office proficient (Word, Excel, PowerPoint).

• Write, speak, and understand English & Spanish.

• Excellent interpersonal and communication skills.

• Customer Service oriented.

• Available to work overtime when required, and available to visit customers and outside agencies when required.

• License to operate motor vehicle.

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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