[Hiring] Associate Portfolio Manager, Commercial Servicing @Onity

Role Description

The Associate Portfolio Manager, Commercial Servicing will provide quality collection and property surveillance activities for commercial real estate loans. This role will support a team of Portfolio Managers that serve as the primary contact for Borrower research requests, covenant monitoring, and delinquency resolution.

This position requires the ability to perform customer service functions, a basic understanding of loan documents, compliance, quality control, and resolve a wide spectrum of borrower and investor inquiries related to commercial loan servicing. This is an individual contributor role that reports to a Team Lead.

The Associate Portfolio Manager, Commercial Servicing must be comfortable working within a phone queue system while proactively working assignments from daily reports in order to ensure timely and appropriate outreach to Borrowers. 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 and internal policies and procedures.

Customer Service

• Initial point of contact for all incoming calls related to the commercial loan portfolio.
• Participate in outgoing call campaigns to Borrowers related to delinquency resolution, document collection, and property surveillance.
• 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.
• Support Portfolio Manager in clearance of surveillance related activities to include:
  • Tax, Insurance, Escrow Analysis, Suspense Monitoring, and Task Management.
• Identify and escalate significant property issues to the Portfolio Manager.
• Provide exceptional customer service by responding to Borrower inquiries in a timely, professional, and accurate manner.
• Research and resolve servicing related issues including payment inquiries, billing questions, escrow matters, reserve requests, insurance documentation, and tax-related concerns.
• Review loan documents, servicing records, and account history to determine servicing requirements and support issue resolution.
• Process routine servicing transactions, including ACH updates, Borrower contact changes, billing statement requests, and other account maintenance activities.
• Coordinate with internal departments to support timely resolution.
• Maintain accurate loan information and servicing records within applicable servicing systems.
• Monitor and track receipt of required servicing documentation, including insurance certificates, tax documentation, and borrower correspondence.
• Identify operational issues and escalate complex servicing matters to appropriate team members or management.
• Other duties as assigned.

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.
• Coordinate with internal departments for servicing functions as required.
• Provide feedback regarding internal policies and procedures as required.
• Other duties as assigned.

Qualifications

• Demonstrates positive attitude, adds to a positive team morale, and is eager to take on and learn new things.
• High attention to detail.
• College degree preferred.
• Experience working in a call center or other high volume customer facing position.
• Knowledgeable in Word, Excel, Outlook, CoPilot, and other information processing programs.
• Bilingual (English and Spanish) is considered a plus.
• 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.

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.

Salary and Benefits

• The salary range for this position is expected to be $50,000 to $66,000 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.
• Onity Group Inc. offers a 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.
  • And more.