• Job Description

  Req#: 1005103

  The Portfolio Manager, Commercial SBC will provide oversight for the performance of assigned portfolio and quality collection and property surveillance activities for commercial real estate loans. This is an individual contributor role that reports to a Supervisor/Assistant Manager and will work hand-in-hand with a team of Portfolio Analysts / Associates and various internal business units. The Portfolio Manager will serve as the point of contact for the borrower and the assigned investor(s), provide oversight of an assigned portfolio, facilitate borrower requests and delinquency resolution. This position requires the ability to perform customer relationship functions, respond to investor requests, review loan documents, compliance, quality control, and resolve a wide spectrum of borrower related inquiries related to commercial loan servicing. It 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, internal policies and procedures.

  Job Functions and Responsibilities

  • Maintain frequent contact with borrowers and/or third-party representatives as the single point of contact regarding the status of the account; respond to assigned investor requests; obtain payment arrangements as needed
  • Perform daily customer service activities via handling inbound calls and outbound calls in a call queue; including but not limited to: contacting customers who are delinquent with their mortgage loan payments to collect debts and assist with repayment options, complete financial interviews with customers and document the reason for payment delinquency, inquire about FEMA declared disaster impact, etc.
  • Maintain service levels and achieve monthly call center standard performance metrics, which include Schedule Adherence and Attendance / Availability and Quality Control Monitoring
  • Document all customer interactions in the Company’s system of record
  • Effectively navigate and use the team’s user resource manual to locate information independently and assist with customer questions
  • Determine best asset performance strategy (upon default or eminent default) by acquiring/analyzing financial information, examining loan documents, and understanding market conditions. Escalate or refer to Special Servicing as needed
  • Support Portfolio Analyst to monitor all delinquent commercial loans and pursue a course of action to resolve and decrease delinquencies and maintain current roll-rates
  • Perform document research to determine guidelines and requirements related to borrower requests and/or loan issues and bring to swift resolution
  • Assemble the required documentation to prepare a thorough analysis and management resolution write-up to support a recommendation of borrower special requests including assumptions, easements, partial releases, etc.
  • Support Portfolio Analyst in clearance of surveillance related activities to include Tax, Insurance, Escrow Analysis, Suspense and Task management
  • Analyze property operating statements and rent rolls as part of Watchlist monitoring and collateral review
  • Assist to resolve significant property issues and seek borrower rectification of the same
  • Administer individual portfolio Watchlist reporting to proactively identify property and borrower’s issues
  • Manage assets to ensure receipt of updates for tax, insurance, escrow accounts; address any escalated issues that arise
  • Prepare monthly reports to monitor the performance of the commercial portfolio for self, management and possibly investors
  • Obtain working knowledge of the servicing agreements directing investor requirements through loss mitigation strategies
  • Coordinate with internal departments for management of assets
  • 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
  • Minimum of 3 years of mortgage banking experience required
  • High attention to detail
  • Strong Oral/Written communication skills
  • Knowledgeable in Word, Excel, PowerPoint, Outlook, Access, and other information processing programs
  • Bilingual (English and Spanish) is considered a plus
  • Self-motivated and works independently
  • Customer service oriented
  • Team player
  • Flexible
  • 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
  • Problems can be complex and require a systematic, organized approach to resolve
  • 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 $53,800 to $68,000 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.

  #PHH

• About the company

  Ocwen Financial Corporation and its subsidiaries, PHH Mortgage and Liberty Reverse Mortgage, are committed to helping our customers save money, build equity and, most importantly, stay in their homes.

Notice