Job Description

The Associate Portfolio Manager, Commercial Servicing 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, covenant monitoring, and delinquency resolution. This position requires the ability to perform customer service functions, a basic understanding of loan documents, compliance, quality control, and resolve a wide spectrum of borrower and investor inquiries related to commercial loan servicing. This is an individual contributor role that reports to a Team Lead. The Associate Portfolio Manager, Commercial Servicing must be comfortable working within a phone queue system while proactively working assignments from daily reports in order to ensure timely and appropriate outreach to Borrowers. This is a customer-facing position, and all interactions must be handled with a high degree of professionalism, courteous customer service, and promptness. Agents in this role are required to adhere to investor servicing guidelines and internal policies and procedures.

• Customer Service:
• Initial point of contact for all incoming calls related to the commercial loan portfolio.
• Participate in outgoing call campaigns to Borrowers related to delinquency resolution, document collection, and property surveillance.
• Maintain professionalism during all interactions.
• Perform daily customer service activities including but not limited to: contacting customers who are delinquent with their loan payments and assist with repayment options, complete financial interviews with customers, and document the reason for payment delinquency, inquire about FEMA declared disaster impact, etc.
• Support Portfolio Manager in clearance of surveillance related activities to include: Tax, Insurance, Escrow Analysis, Suspense Monitoring, and Task Management
• Identify and escalate significant property issues to the Portfolio Manager
• Provide exceptional customer service by responding to Borrower inquiries in a timely, professional, and accurate manner
• Research and resolve servicing related issues including payment inquiries, billing questions, escrow matters, reserve requests, insurance documentation, and tax-related concerns
• Review loan documents, servicing records, and account history to determine servicing requirements and support issue resolution
• Process routine servicing transactions, including ACH updates, Borrower contact changes, billing statement requests, and other account maintenance activities
• Coordinate with internal departments to support timely resolution
• Maintain accurate loan information and servicing records within applicable servicing systems
• Monitor and track receipt of required servicing documentation, including insurance certificates, tax documentation, and borrower correspondence
• Identify operational issues and escalate complex servicing matters to appropriate team members or management
• Other duties as assigned
• Other Responsibilities and Requirements:
• Ability to handle large volumes of data effectively.
• Adapt quickly to various requests from multiple sources.
• Prioritize multiple, simultaneous incoming requests.
• Coordinate with internal departments for servicing functions as required.
• Provide feedback regarding internal policies and procedures as required.
• Other duties as assigned.

Qualifications

• Demonstrates positive attitude, adds to a positive team morale, and is eager to take on and learn new things
• High attention to detail
• College degree preferred
• Experience working in a call center or other high volume customer facing position
• Knowledgeable in Word, Excel, Outlook, CoPilot, and other information processing programs
• Bilingual (English and Spanish) is considered a plus
• 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

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 $50,000 to $66,000 per year, depending on geographic location, experience, and other qualifications of the successful candidate. This position is also eligible for quarterly bonus based on performance and subject to the terms of the Company’s applicable plans.

Onity Group Inc. is a leading non-bank financial services company providing mortgage servicing and originations solutions through its subsidiary, Onity Mortgage, formerly known as PHH Mortgage. Onity Mortgage is one of the largest servicers in the country, focused on delivering a variety of servicing and lending programs to customers, clients and investors.

At Onity, we strive to earn our customers’ loyalty every day. We do this by consistently delivering exceptional service and building trust through reliability, integrity, and following through on our commitments. We operate through the lens of the customer, understand the importance of homeownership, and take pride in helping homeowners. Collectively this fosters long-term relationships, ensuring our customers feel valued and supported. We expect all employees to interact with and engage our colleagues and our customers with respect, courtesy and professionalism, and to achieve results consistent with our service delivery standards.

Onity is intensely focused on hiring, developing and retaining the best talent in the industry! Our commitment to inclusion and equal opportunity ensures that we sustain our reputation as an outstanding place to work, a great business partner and a valued community member. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know.

Onity Group Inc. offers a comprehensive benefits package including medical, dental and vision; 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; and more. Visit jobs.onitygroup.com for details.