Job Category: CommercialJob Description:JOB FUNCTIONS AND RESPONSIBILITIESThe Commercial Portfolio Associate 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 and collection efforts. This position requires the ability to perform customer relationship functions, review loan documents, compliance, quality control and resolve a wide spectrum of borrower related inquiries related to commercial loan servicing
Assists Portfolio Manager to monitor all delinquent commercial loans and pursue a course of action to resolve the delinquency
Perform daily customer service activities via handling of outbound calls with borrowers and / or third-party representatives
performing collection and servicing activities (Customer Service and Collection Calls in English and Spanish)
Perform customer service activities related to inbound calls in a call queue
Maintaining service levels and call center performance metrics - Schedule Adherence and Attendance / Availability
Support Portfolio Manager in clearance of surveillance related activities to include: Tax, Insurance, Escrow Analysis, Suspense
and Task management
Obtain the required documentation for borrower special requests including assumptions, easements, partial releases, etc.,
and submit to the Portfolio Manager to review, prepare and submit a detailed recommendation for approval
Identify and escalate significant property issues to the Portfolio Manager
Collect and assist to analyze property operating statement and rent rolls as part of Watchlist monitoring and collateral review
Coordinate with internal departments for management of portfolio
Other duties as assigned
EDUCATION / EXPERIENCE
2+ years of experience in the mortgage industry required
Demonstrates positive attitude, adds to a positive team morale and is eager to take on and learn new things
Ability to work independently and self-motivated
College degree preferred
Open to College undergraduates with 6 months Business Process Outsourcing (BPO) experience preferable in collections department
WORK SCHEDULE OR TRAVEL REQUIREMENTS
Shifts and Schedules: Our call center hours of operation are Monday - Friday 8:00am - 9:00pm local time, Shifts will fall into those timeframes. Stable Internet connection is required - Hybrid work from home model. May be required to work in the office according to business needs.
