BUSINESS SUPPORT REPRESENTATIVE (MORTGAGE TAX & ESCROW) Our Company AtFirstBank 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 Responsible for all administrative functions bringing support to Taxes & Escrow Department. Main responsibility will be to analyze property tax for the Puerto Rico, Florida, and Eastern Caribbean Mortgage Loans. Must be able to attend, coordinate and address clients. Provide support to the customer service and production team to minimize the waiting period to assure customer satisfaction on services related to taxes, insurance and escrow requirements as needed. On occasions brings direct support to customers without the intervention of other Servicing officers. Accountable for adhering to the Bank’s BSA, AML and Office of Foreign Asset Control (OFCA) applicable policies. Employees must follow specific unit procedures developed in compliance with the policies. The employee is also responsible for reporting any suspicious activity and/or transactions in accordance with the Bank’s processes and complying with any mandatory BSA, AML and OFAC training assigned. What You’ll Need to Succeed · Responsible for the escrow analysis for taxes and insurance for all mortgage loans. · Assure send the check of the analysis for the customer in the time by regulation with the letter. · Responsible for determining if client has property tax debt and manage adequate re payment which may require an escrow overage and a payment deficiency to the borrower. · Process transaction deposit for escrow and restricted escrow · Responsible for the payment of taxes · Process Escrow Disbursements and Monthly escrow analysis · Review Reports/Statements associated with escrow accounts · Process mail in relation to escrow accounts. · Provide excellent customer service to our internal and external customers · Organize the payment of various taxes for accurate and timely payment · Ensures property tax information is system is correct · Proactively contacts clients requesting evidence of property tax payments for loans with escrow waivers · Prepares and delivers letters notifying changes in mortgage monthly payments · Performs other duties as may be assigned by supervisor · Backup other loan operations positions as needed. · Compliance/Regulation: Responsible for following all aspects of Bank Policies and regulations · Investigate customer complaints related to escrow history and transactions. Competencies: · Strong Interpersonal communications skills · Sense of urgency and committed to deadlines · Detail and accuracy oriented · Strong skills on verbal/written communications · Fully bilingual (Spanish/English) · Ability to work under pressure · Expertise on general office work and customer service · Experience with MSP What You’ll Need: · Business Administration associate degree. An equivalent combination of academic curriculum and experience could be considered for the job. · Minimum two (2) years’ experience in managing escrow and taxes for Mortgage Loans · Experience with MSP, preferable · Fully Bilingual · Computer literate in the use of MS Office. · Excellent communication skills. · Teamwork oriented. · Available to work some Saturdays and Holidays. First Bank Puerto Rico is a 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.