UNIT SUPERVISOR - MORTGAGE CLEAR TO… at First Bancorp · San Juan

UNIT SUPERVISOR

MORTGAGE CLEAR TO CLOSE

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’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 Unit Supervisor is responsible for leading and overseeing the unit dedicated to managing, clearing, and completing all conditions required to close mortgage loans. This role ensures timely, accurate, and compliant fulfillment of closing conditions in accordance with regulatory requirements, investor and guarantor guidelines, and internal policies. The Unit Supervisor provides daily operational oversight, supports staff development, manages workflow and priorities, and partners with underwriting, closing, and other mortgage production teams to achieve clear-to-close and closing timelines while maintaining high quality and customer experience standards.

What you’ll do

· Supervise daily workflow, loan pipelines, and staff assignments to meet established cycle time targets from approval to closing, prioritizing files based on closing dates, risk, and complexity.

· Review and monitor the quality of cleared conditions and loan documentation to ensure compliance with regulatory requirements (e.g., TILA‑RESPA), investor and guarantor guidelines, and internal mortgage policies and procedures.

· Provide leadership, coaching, and guidance to team members, including training on condition interpretation, documentation standards, system usage, and regulatory requirements to ensure consistent performance and adherence to procedures

· Act as an escalation point for complex, high‑risk, or exception loans, working with underwriting, closing, quality, sales, and other mortgage production partners to resolve issues and avoid closing delays

· Ensure proper execution of internal controls, including segregation of duties, supervisory review, documentation retention, and compliance with audit, quality control, BSA, AML, and OFAC requirements.

· Monitor unit performance metrics such as cycle time, error rates, condition suspense trends, and closing readiness, and implement corrective actions to improve efficiency, quality, and customer experience.

· Promote a customer‑centric closing experience by ensuring condition requests are clear, accurate, and appropriate, minimizing retouches, last‑minute documentation requests, and borrower confusion.

· Ensure clear, proactive, and timely communication with borrowers throughout the process, providing transparency on requirements, next steps, and potential issues — aligning with the communication expectations.

· Collaborate with loan officers, closing teams, and business partners to resolve issues, maintain communication, and ensure smooth loan closing

· Identify and implement enhancements in systems, workflows, and digital tools to strengthen operational efficiency and borrower experience.

What You’ll Need to Succeed:

Education

• · Bachelors Degree in Business Administration, Acoounting or field related

Knowledge

• · 3 – 5 years in Mortgage operations, including loan processing, underwriting, closing and/or mortgage roles.

• · 1 – 2 years in Supervisory or leadership experience preferred

Competencies:

• · Customer Focus - Anticipate and provide service excellence to both internal and external customers.

• · Building Strong relations - Establish, sustain, and foster both internal and professional contacts to build, enhance and connect to Firstbank services.

• · Communication - Deliver clear, effective communication and take responsibility for understanding others.

• · Business Acumen - Understand how the organization works, including, current and future policies, practices, and trends.

• · Problem Analysis & Solution - Identify problems and conduct appropriate analysis involving others to search for the best solution.

• · Ownership - Take initiative and assume personal accountability for goals, outcomes, and deadlines.

• · Vision & Values - Understand the organization’s vision and uphold the values in everyday work and actions. At higher levels take long-term view and share with others the vision and the organization path ahead.

• · Collaboration & Teamwork - Provide direction and leadership to help teams achieve goals and operate cooperatively.

• · Development (Personal & Others) - Demonstrate curiosity for learning and perform activities to make the most of their skills and boost potential in self and others.

• · Change & Innovation - Create a view of change as an opportunity and inspire others. Look for new ways to experiment with new ideas and approaches.

• · Empowering & Motivating Others - The ability to create a positive environment and enable others to have ownership of their jobs and responsibilities.

• · Managing Performance - At leadership levels set clear goals and expectations for excellence performance.

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.

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