Senior Commercial Loan Servicing Representative

• Service commercial real estate loans including construction and problem loans, and may include commercial real estate agency loans
• Provide direct customer service and acts as primary servicing contact for the loan
• Support less experienced loan administrators in providing resolutions of inquiries and complaints
• Determine appropriate course of action and conduct investigative steps to fully identify customer issues
• Perform complex administrative and customer support tasks by managing daily schedules, and providing work direction to the team
• Assist in setting performance standards, and recommend process or policy improvements to enhance customer satisfaction
• Review moderately complex loan servicing documentation language, book and fund new loans and modifications, including reviewing of input
• Monitor collateral and prepare payoff letters, releasing collateral
• customer research and billing
• obtain insurance information and monitor ongoing coverage
• Provide subject matter expertise and interpretation of procedures to less experienced individuals
• Respond independently to complaints escalated at the highest level
• Provide training and guidance to less experienced loan administrators and perform quality assurance and approve the work of other staff
• Collaborate and consult with peers, colleagues and managers to resolve issues and achieve goals
• Interact with internal customers
• Receive direction from leaders and exercise independent judgment while developing the knowledge to understand function, policies, procedures, and compliance requirements

4+ years of Commercial Loan Servicing experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

• Ability to interpret and understand the Loan documents and Loan Servicing Agreements
• Update, analyze the company’s mortgage loan system of record and other systems with appropriate data
• Generate systems queries of Loan Information, as when required/requested
• Complete tasks that require the review of reports, system data, loan documentation, and other collateral or loan related information
• Perform quality reviewer roles and responsibilities for multiple sub processes
• Should be able to share appropriate feedback to team members on the opportunities
• Good problem solving and analytical skills
• Take a lead role in developing and implementing best practices
• Exhibits detail-oriented skills
• Analyze complex data and make decision for final reconciliation
• Ability to communicate well with US counterparts and build relationship with business Partners
• Able to conduct process trainings followed by coaching and mentoring trainees
• University degree in Business or related discipline
• Experience of 4+ years in commercial mortgage loan servicing
• Working knowledge of MS Excel, MS Word MS Access
• Excellent communication - verbal and written
• Ability to accurately process high volumes of work within established deadlines
• Ability to adapt to change

• Equal opportunity work environment
• Drug-free workplace