Mission:
The mission of our Portfolio Retention Officer revolves around ensuring customer satisfaction, minimizing attrition, and maximizing the long-term value of the customer relationship. This includes introducing new and existing customers (borrowers and credit unions) to our products and services, specifically as they relate and align with the customers’ goals.

Key Results
- Connect with existing borrowers on a quarterly basis
- Onboard 10 new CUs who participate a minimum of $2MM each
- $20MM in new production (new/refi/portfolio acquisition) from new/existing customers- Build CU Net Promoter Score process (survey, frequency & results)

Core Competencies
- Analytical Thinking
- Collaborating with Others
- Decision Making
- Negotiating

Duties and Responsibilities
- Build strong relationships with the CUSOs existing borrowers by utilizing loan servicing data. Develop a strong rapport and earn their trust.
- Identify and engage borrowers in conversations and negotiations pertaining to loan opportunities to retain and expand loan servicing business and revenue.
- Work with existing borrowers to identify additional loan opportunities on their schedule of real estate owned.
- Foster strong and positive relationships with Credit Unions to understand their needs and concerns.
- Recruit and engage Credit Union partners to facilitate loan fundings.
- Work closely with participations department to secure lender groups for internal refinances and new lending opportunities.
- Regularly communicate with all customers to gauge satisfaction, and promptly address any issues to ensure customers feel valued and supported.
- Facilitate self-sourced commercial real estate lending to credit unions through member inquires, direct marketing, and networking events.
- Maintain detailed contact records to ensure proper documentation of procedure and follow up with borrowers and credit unions.
-Maintain general knowledge of AVANA’s loan policy and underwriting standards.
-Ability to recommend and negotiate general loan structures.
- Submits CRE loans that meet the underwriting criteria and asset needs of targeted credit unions. Enhances and expands relationships with current credit union partners.

Required Education and Experience/Skills
- Minimum 4 years commercial real estate experience
- Bachelor's degree in Business, Finance, or a related field
- Proficiency utilizing CRM platforms; experience with HubSpot a plus
- Strong analytical skills with ability to interpret financial data, identify key risk factors, and make recommendations accordingly
- Excellent verbal and written communication skills with ability to articulate recommendations effectively
- Ability to work independently with minimal supervision.
- Ability to work in a fast-paced and multi-national environment
- Ability to multi-task, solve problems and think quickly
- Strong attention to details, highly organized and ability to notice data discrepancies in documents.
-Team oriented mindset with a willingness to collaborate and assist colleagues