The Portfolio Manager, Commercial Servicing will provide oversight for the performance of an assigned portfolio of commercial real estate loans. This is an individual contributor role that reports to a Supervisor/Manager and will work hand-in-hand with a team of Portfolio Analysts / Associates and various internal business units. The Portfolio Manager will serve as the elevated point of contact for the borrower and the assigned investor(s), provide oversight of an assigned portfolio, facilitate borrower requests, and manage delinquency resolution. This position requires the ability to perform customer relationship functions, respond to investor requests, review loan documents, compliance, quality control, and resolve a wide spectrum of borrower related inquiries related to commercial loan servicing. This is a customer-facing position, and all interactions must be handled with a high degree of professionalism, courteous customer service, and promptness. Agents in this role are required to adhere to investor servicing guidelines, internal policies and procedures.
Job Functions and Responsibilities
- Customer Service:
- Maintain frequent contact with borrowers and/or third-party representatives as the elevated point of contact regarding the status of the account; respond to assigned investor(s) requests; obtain payment arrangements as needed.
- Maintain professionalism during all interactions.
- Perform daily customer service activities including but not limited to: contacting customers who are delinquent with their loan payments and assist with repayment options, complete financial interviews with customers, and document the reason for payment delinquency, inquire about FEMA declared disaster impact, etc.
- Portfolio Oversight and Servicing:
- Review daily reports to identify workflow priority.
- Effectively navigate and use the team’s user resource manual to locate information independently and assist with customer questions.
- Support Portfolio Analyst to monitor all delinquent commercial loans and pursue a course of action to resolve and decrease delinquencies and maintain current roll-rates.
- Perform research to determine guidelines and requirements related to investor, borrower requests and/or loan issues and bring to swift resolution
- Clear surveillance related activities to include Tax, Insurance, Escrow Analysis, Suspense, and Task management, etc.
- Analyze property operating statements and rent rolls as part of Watchlist monitoring and collateral review.
- Assist to resolve significant property issues and seek borrower rectification of the same.
- Administer individual portfolio Watchlist reporting to proactively identify property and borrower’s issues.
- Obtain working knowledge of the servicing agreements directing investor requirements for various borrower’s requests
- Coordinate with internal departments for management of assets.
- Other duties as assigned.
- Complete Borrower Requests:
- Document all borrower requests in the Company’s system of record
- Assemble the required documentation to prepare a thorough analysis and management resolution write-up to support a recommendation of borrower special requests
- General familiarity with the following requests, documentation requirements, and processes:
- Assumption
- Insurance Loss Processing
- Lender Placed Insurance
- Loan Maturity Extension
- Loan Modification
- Partial Release of Collateral
- Other Responsibilities and Requirements:
- Ability to handle large volumes of data effectively.
- Adapt quickly to various requests from multiple sources.
- Prioritize multiple, simultaneous incoming requests.
- Generate reports for investors as required.
- Coordinate with internal departments for servicing functions as required.
- Review and update internal policies and procedures as required.
- Assist with audits as requested.
- 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 2 years of loan servicing experience required
- High attention to detail
- Knowledgeable in Word, Excel, Outlook, CoPilot, and other information processing programs
- Bilingual (English and Spanish) is considered a plus
- Self-motivated and works independently
- Customer service oriented
- Team player
- Flexible
- 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
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 $60,000 to $72,500 per year, depending on geographic location, experience, and other qualifications of the successful candidate. This position is also eligible for quarterly bonus based on performance and subject to the terms of the Company’s applicable plans.
