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FirstBank Puerto Rico MORTGAGE LOAN SUPERVISOR in San Juan, Puerto Rico

The Mortgage Loans Supervisor is responsible for managing the business online/digital strategies by ensuring a digital end to end Customer Experience. Serves as Customer Experience liaison for defined functional teams and provides voice of the Customer in all related digital projects and initiatives. The Digital Mortgage Manager is involved in every aspect of the digital experience, from brainstorming needed efficiencies, to product innovation, with working directly with IT, Operations and Marketing to develop, enhance, deploy and market the Mortgage Online Digital Platform and Customer Care Network.
Innovate and build new methodologies and processes to continuously iterate and expand upon the experience in our digital channel. Optimized the channel to improve user and customer experience, convert leads in applications and reflect the brand's value. Analyze application traffic and provide insights on key metrics, along with any appropriate action plan based on analysis. Supervising daily activities, analyzing results, identify the appropriate solution and ensure objectives are met and aligned with Business Key Performance Indicators. Manage experience of services and integrations across multiple channels. Maximize process efficiency by reviewing procedures, processes and workloads, adjusting as necessary to ensure maximum efficiency and accuracy.

Essential Functions
Lead the digital mortgage evolution within the mortgage business.

Implements strategies and/or Business plans in order to achieve expected results.

Ensure pipeline management is adequate to internal strategies and cycle times. Ensure the digital experience is achieved within the production units

Tracking sales goals and reporting results as necessary

Develops the sales team through motivation, counseling and product knowledge education

Work closely with analytics, research and technology partners to ensure systems and programs are satisfying consumer needs and driving the expected business

Custodian of the customer’s needs. Identifies, understands and represents the customer’s needs in the development of digital channels for the company.

Collaborate effectively in cross-functional project teams, facilitating positive energy/engagement and helping elevate capabilities of others.

Closely monitor testing of new concepts focusing on potential improvements

Proactively manage individual mortgage pipelines to ensure contingency dates and turn time standards are achieved

Analyzes customer usage of the Mortgage Online Application and works with Marketing Department to increase usage of the channel.

Leads online advertising strategies with the Marketing Department.

Manages the digital marketing budget and ensure accuracy and optimization of spend
across digital channels and initiatives.

Understand complex business problems across business units, geographies and product lines to create and translate analysis requirements and identify meaningful insights that help the bank improve our customer experience

Implement a performance management and improvement process that leads to a positive and measurable impact on customer experience.

Deliver, build and implement Customer Experience best practices. Deliver Customer Experience findings from surveys, research and other sources to Management.

Bachelor's Degree in Business Administration, Marketing and/or related field.
Product management, product marketing, or product development experience
Service Industry experience is preferred (mortgage, insurance, credit card, internet or any other Financial Industry product)