Supervisor

General Description

Supervise the operations of the Disbursement Team while ensuring compliance with the procedures from all the business that we serve. Be proactive in managing the team members offering guidance, training, among other responsibilities, to ensure a professional and positive environment for them to meet their goals. Establish and maintain administrative controls to ensure the objectives and strategic plans are met in a timely matter. Work accordingly our pillars and apply them in all the aspects of the operations to enhance the Sustainability Growing, Customer Experience, Efficiency, Fit for the Future, and Simplicity.

Essential Duties and Responsibilities
:Ensure to provide an excellent customer experience for our internal and external customers.
:Manage, response and resolution of claims received.
:Participate in meetings with other business units. This includes testing, projects, and missions necessary to improve the systems and processes.
:Resolve and notify systems issues, ensuring the continuity of the operations to avoid affecting the customer experience.
:Review the findings received, provide coaching and ask for correction if it is necessary.
:Review and maintain updated all the procedures of the business units.
:Prepare and organize vacations report of the team, considering the volumes, campaigns among other plans that could impact the SLA's results and daily operations.
:Keep the manager informed about all the operations, issues, and results of the team members.
:Maintain excellent communication with the units that we serve, providing support in the management of their operations as telemarketing, branches, credit coordinators, commercial team, Popular at work, among others.
:Prepare and present reports and presentations, as needed.
:Keep a record and be proactive in reporting suspicious activities and provide training to keep the team in knowledge of this subject.
:Maintain communication and attend consulting with other departments such as, Our People liaison, Legal, Compliance, among others.
:Review and complete users' certifications as per requests, meeting the established dates.
:Maintain Contingency Plan and team members information updated.

Education

Bachelors Degree completed from an accredited university or college in Business Administration preferred.

Experience

At least three years of related experience.

Knowledge, Skills and Abilities (KSAs)
:Know the techniques, procedures, products and services related to closing and disbursement.
:Possess knowledge of Individual Credit Standards and Procedures, Federal and State Regulations and the laws that govern the banking industry.
:Knowledge and application of administration, supervision and employee management techniques.
:Excellent leadership and teams management skills.
:Mastery of the Origination systems used in Retail Credit and knowledge of Microsoft Office systems (Outlook, Excel and Power Point).
:Performs efficiently and maintains control in situations of pressure and ambiguity.
:Look for different sources to make accurate and timely decisions that take into account the associated risks and benefits, within the established parameters.
:Transmits ideas with clarity, precision and logical order.
:Master communication in English and Spanish both verbally and in writing.
:Adapt your language and vocabulary depending on the characteristics of the recipient to whom you direct your message.
:Looks for alternatives of action to reach agreements and defend their points of view in discussions or negotiations with their employees, supervisors, managers and other work areas.

Values

Passion for People
Succeed Together
Own Every Moment
Build the Future
Important: The candidate must provide evidence of academic preparationor courses related to the job posting, if necessary.

ABOUT US

Popular is Puerto Rico's leading financial institution and have been evolving since it was fou