Portfolio Manager, Commercial Servicing

Overview

This individual contributor role provides oversight for the performance of an assigned portfolio of commercial real estate loans. Reporting to a Supervisor/Manager, the Portfolio Manager, Commercial Servicing works closely with a team of Portfolio Analysts/Associates and various internal business units.

The position serves as an elevated point of contact for borrowers and assigned investor(s), facilitates borrower requests, provides oversight of the portfolio, and manages delinquency resolution. The role is customer-facing and requires professionalism, courteous customer service, and prompt responses while adhering to investor servicing guidelines, internal policies, and procedures.

Responsibilities

Customer Service

• Serve as the elevated point of contact regarding account status for borrowers and/or third-party representatives.
• Respond to assigned investor(s) requests.
• Obtain payment arrangements as needed.
• Maintain professionalism in all customer and investor interactions.
• Perform daily customer service activities, including:
  • Contacting customers who are delinquent on loan payments and assisting with repayment options
  • Conducting financial interviews with customers
  • Documenting reasons for payment delinquency
  • Inquiring about FEMA declared disaster impact
• Provide ongoing, responsive communication to support resolution of borrower and investor needs.

Portfolio Oversight and Servicing

• Review daily reports to identify workflow priorities.
• Use the team’s user resource manual to locate information independently and answer customer questions.
• Support Portfolio Analysts in monitoring delinquent commercial loans and driving resolution to decrease delinquencies and maintain roll-rates.
• Perform research to determine guidelines and requirements related to investor and borrower requests and/or loan issues, and drive timely resolution.
• Clear surveillance-related activities, including Tax, Insurance, Escrow Analysis, Suspense, and Task management.
• Analyze property operating statements and rent rolls as part of watchlist monitoring and collateral review.
• Assist with resolution of significant property issues by seeking borrower rectification.
• Administer individual portfolio watchlist reporting to proactively identify property and borrower issues.
• Develop working knowledge of servicing agreements directing investor requirements for borrower requests.
• Coordinate with internal departments for management of assets.
• Complete other duties as assigned.

Complete Borrower Requests

• Document all borrower requests in the company’s system of record.
• Assemble required documentation to prepare thorough analysis and a management resolution write-up supporting recommendations for borrower special requests.
• Maintain general familiarity with the following request types, documentation requirements, and processes:
  • Assumption
  • Insurance Loss Processing
  • Lender Placed Insurance
  • Loan Maturity Extension
  • Loan Modification
  • Partial Release of Collateral

Additional Responsibilities

• Handle large volumes of data effectively.
• Adapt quickly to 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.

Requirements

• Minimum 2 years of loan servicing experience.
• High attention to detail.
• Knowledgeable in Word, Excel, Outlook, CoPilot, and other information processing programs.
• Self-motivated and able to work independently.
• Customer service oriented.
• Team player.
• Flexible.
• Ability to handle complex calculations using calculators and systems.
• Ability to reason and exercise sound judgment.
• Ability to handle sensitive and confidential information appropriately.
• Outstanding communications skills (verbal, written, and listening), with emphasis on strong customer service, professional relationship building, conflict resolution, and having difficult conversations.
• Four-year degree from an accredited University preferred or equivalent work experience.

Preferred Qualifications

• Bilingual (English and Spanish).
• Demonstrates a positive attitude, contributes to positive team morale, and is eager to take on and learn new things.

Training / Licensing Requirements

• Must pass the company’s background screening process prior to beginning employment.
• As a condition of employment, you may be required to pass client-specific background check requirements or Federal/State licensing requirements, if applicable.

Compensation & Benefits

• Salary range: $60,000 to $72,500 per year, depending on geographic location, experience, and other qualifications.
• Eligible for quarterly bonus based on performance, subject to the terms of the company’s applicable plans.
• Comprehensive benefits package including:
  • Medical, dental, and vision
  • Up to 3% match on 401(k) contributions
  • Generous paid time off
  • Company-paid life, accident, and disability coverage
  • Programs for mental, physical, and financial wellness

Location

• Geographic location affects salary within the stated range ($60,000 to $72,500 per year).