Portfolio Manager, Commercial Servicing

Onity • United States,

4d • $60,000 - $72,500

About The Position

The Portfolio Manager, Commercial Servicing oversees the performance of an assigned portfolio of commercial real estate loans. This individual contributor reports to a Supervisor/Manager and works closely with Portfolio Analysts and Associates and internal business units. As an elevated point of contact for borrowers and assigned investors, the Portfolio Manager handles borrower requests, investor inquiries, delinquency resolution, loan-document review, compliance, and quality control. The role is customer-facing and requires professional, courteous, and prompt communication while following investor servicing guidelines and internal policies and procedures.

The position includes monitoring portfolio performance and delinquencies, reviewing property operating statements and rent rolls, managing Watchlist reporting, researching servicing requirements, coordinating with internal departments, and documenting and analyzing borrower requests. The role also supports audits, reporting, and updates to internal procedures.

Requirements

• At least 2 years of loan servicing experience.
• High attention to detail.
• Knowledge of Word, Excel, Outlook, CoPilot, and other information-processing programs.
• Self-motivated, able to work independently, and able to contribute as a team player.
• Customer-service orientation and flexibility.
• Ability to handle large volumes of data, adapt to requests from multiple sources, and prioritize 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 communication skills, including customer service, professional relationship building, conflict resolution, and handling difficult conversations.
• Must pass the Company’s background screening before beginning employment; client-specific background checks or Federal/State licensing requirements may also apply, 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, respond to investor requests, and obtain payment arrangements when needed.
• Perform customer service activities, including contacting borrowers who are delinquent, discussing repayment options, conducting financial interviews, documenting delinquency reasons, and asking about FEMA-declared disaster impacts.
• Review daily reports to identify workflow priorities and use the team’s user resource manual to find information and assist with customer questions.
• Support Portfolio Analysts in monitoring delinquent commercial loans and pursuing actions to resolve delinquencies and maintain current roll rates.
• Research investor guidelines, borrower requests, and loan issues and work toward timely resolution.
• Clear surveillance activities related to taxes, 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 and assemble documentation for analysis and management resolution recommendations.
• Handle borrower requests and processes including 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.

Benefits

• Medical, dental, and vision coverage.
• 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.
• Quarterly performance-based bonus, subject to the terms of the Company’s applicable plans.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed