The Senior Manager, Commercial Servicing will report to the Director of Commercial Servicing Operations and will oversee a team of Asset Managers and Portfolio Managers overseeing Commercial Real Estate (“CRE”) loans. This team will include 1-3 direct reports and 10 – 20 indirect reports. The Senior Manager will be responsible for hiring, training, and evaluating existing team members. Additionally, the Senior Manager will manage highly escalated items for both Investors and Borrowers and is expected to fully understand day-to-day CRE servicing responsibilities as well as multiple product types of CRE loans, including CBMS, debt fund, and SFR loans. Senior Manager will act as the primary point of contact for other business units at Onity for inter-company projects, system enhancements, and other items as they arise. The Senior Manager will monitor reports and team performance to proactively identify portfolio risks, employee training opportunities, and to work with investor clients to ensure all reporting and asset management needs are being met. The Senior Manager will need to be comfortable working in multiple servicing systems and managing teams across platforms. Individuals in this role are required to adhere to investor servicing guidelines, internal policies, and procedures.
Job Responsibilities and Requirements
Customer Service:
- Work closely to resolve escalated items with external clients while providing exceptional service.
- Monitor client reporting to ensure timing compliance with contracts and accuracy of reporting data.
- Monitor internal reporting to ensure team performance in meeting client and contract expectations.
- Team Building:
- Monitor staffing levels with upper management and create job requisitions as appropriate.
- Ensure adequate training is provided to all new employees
- Lead team building sessions
- Communicate team issues to Director
- Ongoing meetings with reports to ensure engagement, issue resolution, and training adequacy
- Proven ability to work with teams both onshore and offshore
Contract Management:
- Work with upper management to review contract terms prior to execution
- Ensure compliance with all contract terms by both the Servicing Team and other business units within Onity
- Work with other business units to provide training and support as necessary in order to ensure contract compliance
- Review reporting to ensure accurate calculations on client reporting to ensure contract compliance
- Ability to read, interpret, and teach PSA, TSA, SSA, and Servicing Agreements
- Understanding of CREFC CMBS reporting requirements
System Management:
- Comfortability working within multiple servicing systems
- Understanding of underlying table structure to servicing systems
- Ability to effectively communicate reporting needs to other departments in order to enable them to build out various reports to fit client and Onity needs.
- Complete understanding of system and bank accounting structures and cash flow
- Demonstrated ability to train reports and other business units on intricacies of servicing sytem
- Other Responsibilities and Requirements:
- Adapt quickly to various requests from multiple sources
- Prioritize multiple, simultaneous incoming requests, all seen as urgent priority
- Work with internal business units to develop reports for investors as required
- Coordinate with internal departments for servicing functions as required.
- Proactively review and update internal policies and procedures as required
- Assist with audit and rating agency requests and presentations
- Lead team trainings
- Prepare presentation for investors, management, and internal business units
- Other duties as assigned.
Qualifications
- Demonstrates positive attitude, adds to a positive team morale, and is eager to take on and learn new things
- Four year degree from an accredited University preferred or equivalent work experience
- Minimum of 12 years of CRE loan servicing experience required, 1 – 2 years in a leadership position required, 4 – 5 years in a leadership position preferred.
- Full understanding of the full CRE loan life cycle from onboarding through Mortgage Satisfaction.
- Prior experience with CMBS, RMBS, SFR Portfolio loans, and/or CREFC reporting requirements
- High attention to detail
- Strong proficiency in Word, Excel, Outlook, CoPilot, and other information processing programs
- Self-motivated and works independently
- Ability to perform complex calculations using calculators and systems is required
- Ability to reason and exercise sound judgment
- Ability to handle sensitive and confidential information appropriately
Outstanding communications skills (including verbal, written and listening skills), with an emphasis on strong customer service, professional relationship building skills, conflict resolution, and having difficult conversations
Previous experience with REALSynergy or MSP servicing systems is considered a plus
Training / Licensing Requirements:
- Must pass the Company’s Background Screening process prior to beginning employment. Additionally, as a condition of employment, you may be required to pass client-specific background check requirements or Federal/State licensing requirements, if applicable.
The salary range for this position is expected to be $120,000 to $145,000 per year, depending on geographic location, experience, and other qualifications of the successful candidate. This position is also eligible for annual bonus of 20% based on performance and subject to the terms of the Company’s applicable plans.
