Client Relations - Commercial Loan Servicing

Berkadia•Ambler, PA

About The Position

The Client Relations Manager at Berkadia serves as a liaison among borrowers, servicing business units, Mortgage Banking personnel, trustees, investors, government agencies, and rating agencies. The role coordinates communication and information flow, resolves conflicts, and maintains productive relationships to help meet stakeholder needs and regulatory requirements and support transaction completion and ongoing service excellence. The manager reviews borrower requests and applicable loan documents and service agreements, directs requests to the appropriate servicing unit or outside party, and monitors loan-specific events and portfolio issues. The position works with management and internal teams to assess loan risks, address complex matters, and ensure compliance with loan-document requirements and borrower requests across servicing systems. The role also includes reviewing lease-document analysis, meeting training requirements, and performing other assigned duties.

Requirements

Bachelor's degree or equivalent.
Exceptional written and verbal communication abilities.
Ability to collaborate effectively in teams and adapt quickly to changing business environments while maintaining productivity and focus.
Commitment to confidentiality and adherence to organizational policies and procedures.
Meticulous attention to detail and accuracy.

Responsibilities

Monitor, administer, or refer borrower requests to the appropriate servicing business unit or outside party after reviewing applicable loan documents and service agreements.
Provide detailed referral requests, including relevant loan documents and investor requirements, for transactions requiring lender consent, such as easements, partial releases, and condemnations.
Monitor and review loan-specific trigger events to ensure required actions are completed by deadlines.
Work with management on appropriate responses and decisions concerning loan risk assessment, including reviews of construction draw requests and potential loan servicing transfers, with consideration of loan documents and servicing agreement requirements.
Consult with a direct report, manager, and other Berkadia personnel as needed, and follow up with borrowers to ensure requests and inquiries are completed.
Manage or escalate complex issues, including making some decisions as part of the Client Relations Manager role.
Monitor portfolio-specific reports and follow Berkadia policies and procedures for processing open items or issues.
Address problem situations in conjunction with reviews of loan documents and investor guidelines.
Review written analyses of lease documents and enforce approval conditions.
Develop technical skills by completing appropriate training courses and meeting the annual required training-hour minimum.
Work with applicable functional business units to ensure compliance with loan-document requirements and borrower requests across servicing systems.
Perform other duties as assigned.