Portfolio Manager, Commercial Servicing

Onity

About The Position

The Portfolio Manager, Commercial Servicing oversees the performance of an assigned portfolio of commercial real estate loans. This individual-contributor, customer-facing role reports to a Supervisor/Manager and works closely with Portfolio Analysts and Associates and internal business units. The Portfolio Manager is an elevated point of contact for borrowers and assigned investors, facilitates borrower requests, oversees the portfolio, and manages delinquency resolution. The role requires customer relationship management, investor-request responses, loan-document and compliance review, quality control, and resolution of borrower inquiries. Interactions must be professional, courteous, and prompt, and work must comply with investor servicing guidelines and internal policies and procedures. The position includes contacting borrowers and third-party representatives, addressing delinquent payments and repayment options, conducting financial interviews, and documenting reasons for delinquency. The Portfolio Manager reviews reports and servicing activity, researches investor guidelines and borrower requests, monitors delinquent loans and watchlist items, reviews property operating statements and rent rolls, and coordinates asset management with internal departments. The role also documents borrower requests, gathers supporting materials, prepares analyses and recommendations, generates investor reports, updates procedures, and assists with audits. The salary range is $60,000 to $72,500 per year, depending on geographic location, experience, and other qualifications. The position is also eligible for a quarterly performance-based bonus, subject to the applicable Company plans. A Company background screening is required before employment begins; client-specific background checks or Federal/State licensing may also be required if applicable.

Requirements

Minimum of 2 years of loan servicing experience.
High attention to detail.
Knowledge of Word, Excel, Outlook, CoPilot, and other information-processing programs.
Ability to handle large volumes of data, adapt to varied requests, and prioritize multiple simultaneous incoming requests.
Ability to perform complex calculations using calculators and systems.
Ability to reason and exercise sound judgment.
Ability to handle sensitive and confidential information appropriately.
Outstanding verbal, written, and listening skills, with strong customer service, professional relationship-building, conflict-resolution, and difficult-conversation skills.
Self-motivated, able to work independently, customer-service oriented, a team player, and flexible.
Positive attitude, contribution to team morale, and eagerness to learn and take on new tasks.
Must pass the Company’s background screening before beginning employment; client-specific background checks or Federal/State licensing may be required if applicable.

Nice To Haves

Four-year degree from an accredited university, or equivalent work experience.
Bilingual in English and Spanish.

Responsibilities

Maintain frequent contact with borrowers and third-party representatives as the elevated point of contact on account status, and respond to assigned investor requests.
Obtain payment arrangements as needed; contact customers who are delinquent, discuss repayment options, conduct financial interviews, and document reasons for delinquency and any FEMA-declared disaster impact.
Review daily reports to identify workflow priorities and use the team’s user resource manual to locate information and answer customer questions.
Support Portfolio Analysts in monitoring delinquent commercial loans, pursuing resolutions, reducing delinquencies, and maintaining current roll rates.
Research investor guidelines and requirements related to investor or borrower requests and loan issues, and work toward prompt resolution.
Complete surveillance activities related to tax, insurance, escrow analysis, suspense, and task management.
Analyze property operating statements and rent rolls for watchlist monitoring and collateral review.
Help resolve significant property issues and seek borrower rectification.
Administer portfolio watchlist reporting to proactively identify property and borrower issues.
Develop working knowledge of servicing agreements and investor requirements for borrower requests.
Coordinate with internal departments to manage assets and perform servicing functions.
Document borrower requests in the Company’s system of record, assemble required documentation, and prepare analysis and management-resolution write-ups supporting recommendations.
Handle borrower requests involving assumptions, insurance loss processing, lender-placed insurance, loan maturity extensions, loan modifications, and partial releases of collateral.
Generate reports for investors as required.
Review and update internal policies and procedures as required.
Assist with audits as requested.
Perform other duties as assigned.