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The Manager will report to a Senior Manager, Commercial Servicing Operations and will oversee a team of Asset Managers and Portfolio Managers overseeing Commercial Real Estate (“CRE”) loans. This team will include 3-10 direct reports.The Manager will share responsibility for hiring, training, and evaluating existing team members.Additionally, the Manager will handle escalated items for both Investors and Borrowers and is expected to fully understand day-to-day CRE servicing responsibilities as well as multiple product types of CRE loans, including Commercial Mortgage-Backed Securities (CBMS), debt fund, and Single-Family Residential (SFR) loans.Manager will act as a backup point of contact for other business units at Onity for inter-company projects, system enhancements, and other items as they arise.Manager will monitor reports and team performance to proactively identify portfolio risks, employee training opportunities, and engage with staff to ensure that all reporting metrics, contractual obligations, and covenant monitoring requirements are met. Manager may have a portfolio of loans assigned to them for daily workload.Individuals in this role are required to adhere to investor servicing guidelines, internal policies, and procedures.
Job Responsibilities and Requirements
Customer Service and Escalation Management:
Serve as the primary escalation point for complex Borrower and Investor matters, managing relationships with Borrowers, Investors, Master Servicers, and third-party stakeholders. Resolve servicing issues, facilitate transactions, and deliver a high level of customer service
Partner with Asset Management, Special Servicing, Legal, Compliance, and other internal stakeholders to address portfolio challenges, execute complex transactions, support strategic business objectives, and monitor reporting to ensure team performance meets client and contract expectations
Team Building:
Lead and support a team of Asset Managers and Portfolio Managers, providing adequate ongoing training, guidance, coaching, and oversight to ensure timely and accurate management of loan servicing activities and Borrower requests
Monitor team workflows, staffing levels, and servicing activities to ensure Borrower inquiries, consent requests, reserve disbursements, covenant monitoring, and loan administration tasks are completed within established expectations
Provide adequate training and direction to team members
Lead team building sessions and ongoing meetings with direct reports and broader team to ensure engagement and issue resolution
Portfolio Management:
Analyze portfolio trends and servicing metrics to identify risks, opportunities, and operational efficiencies, providing recommendations to senior management as appropriate
Drive continuous process improvement initiatives by evaluating current procedures, strengthening controls, and implementing best practices to enhance operational effectiveness and portfolio management outcomes
Manage portfolio performance monitoring, including watchlist assets, covenant compliance, maturity exposure, and other risk indicators, while escalating concerns and recommending appropriate action when necessary
Facilitate and contribute to monthly Watchlist meetings, ensuring asset-level performance concerns, Borrower challenges, and risk mitigation strategies are clearly communicated and documented
Assist with the planning and execution of special projects, system enhancements, process implementations, and other department initiatives Prepare and review management reports, portfolio summaries, and team performance metrics to support business planning, resource allocation, and leadership decision-making Strong knowledge of CRE loan participation and insurance coverage requirements Spread and analyze property level financial statements and provide training to Asset Managers for complex assets
Contract Management:
Maintain a thorough understanding of servicing agreements, loan documents, cash management structures, and Investor guidelines to support servicing platform and ensure contractual compliance
Ability to understand and interpret contractual requirements and to be able to effectively pass knowledge to team members
Ensure compliance with all contract terms by both the Servicing Team and other business units within Onity
Work with other business units to provide training and support as necessary in order to ensure contract compliance
Review reporting to ensure accurate calculations on client reporting to ensure contract compliance
Ability to read, interpret, and teach PSA, TSA, SSA, and Servicing Agreements
System Management:
Ability to effectively communicate reporting needs to other departments in order to enable them to build out various reports to fit client and Onity needs
Strong understanding of system and bank accounting structures and cash flow
Demonstrated ability to train reports and other business units on intricacies of servicing system
Other Responsibilities and Requirements:
Adapt quickly to various requests from multiple sources
Prioritize multiple, simultaneous incoming requests, all seen as urgent priority
Work with internal business units to develop reports for investors as required
Coordinate with internal departments for servicing functions as required.
Proactively review and update internal policies and procedures as required
Assist with audit and rating agency requests and presentations
Lead Commercial team trainings
Assist in the preparation of presentations for investors, management, and internal business units
Other duties as assigned.
Qualifications
Demonstrates positive attitude, adds to a positive team morale, and is eager to take on and learn new things
Four year degree from an accredited University preferred or equivalent work experience
Minimum of 10 years of CRE loan servicing experience required, 1 – 2 years in a leadership position preferred
Full understanding of the full CRE loan life cycle from onboarding through Mortgage Satisfaction.
Prior experience with CMBS, RMBS, SFR Portfolio loans, and/or CREFC reporting requirements is a plus
High attention to detail
Strong proficiency in Word, Excel, Outlook, CoPilot, and other information processing programs
Self-motivated and works independently
Ability to perform complex calculations using calculators and systems is required
Ability to reason and exercise sound judgment
Ability to handle sensitive and confidential information appropriately
Outstanding communications skills (including verbal, written and listening skills), with an emphasis on strong customer service, professional relationship building skills, conflict resolution, and having difficult conversations
Previous experience with REALSynergy servicing system is considered a plus
Training / Licensing Requirements:
Must pass the Company’s Background Screening process prior to beginning employment. Additionally, as a condition of employment, you may be required to pass client-specific background check requirements or Federal/State licensing requirements, if applicable.
The salary range for this position is expected to be $115,000 to $130,000 per year, depending on geographic location, experience, and other qualifications of the successful candidate. This position is also eligible for annual bonus of 15% based on performance and subject to the terms of the Company’s applicable plans.