Senior Commercial Real Estate Portfolio Representative

• Service commercial real estate 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
• Review loan documents and summarize salient facts of the loan and ongoing covenants (both financial and non-financial) to be maintained by the borrower
• Review third party documents, such as appraisal, site inspection report, property condition assessment report to infer overall performance of the property and identify significant factors which may impact asset
• Document and synthesize all findings based on above mentioned reviews
• Quality check work performed by junior team members and provide appropriate feedback on the same
• Understand the feedback received from the onshore team members and disseminate the same to the team
• Communicate with Asset Managers and make sure to deliver the desired output
• 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

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

• Experience in handling wire / check disbursements
• Experience in commercial mortgages and basic to mid-level domain knowledge of commercial real estate, loan life cycle
• Ability to interpret and understand loan agreements, and other loan documents
• Keen eye for detail
• Experience in coaching / mentoring team members, handling team queries, quality reviews