Servicing Relationship Manager

Reports To

Director, Surveillance 

Job purpose

Primary contact for Commercial Real Estate Financial Analysis for a specific Investor Relationship.  Manage the day-to-day oversight of the timelines and accuracy of the financial analyses, and communicate the status of deliverables and significant issues or changes to leadership team and stakeholders.  Work with Director of Surveillance and peer Relationship Managers to balance resources to meet overall deadlines. Optimize the use of technology, define and implement best practices, and train and develop associates.  

Duties and responsibilities 

• Assure that Agency/Investor requests and requirements, including financial analysis, are met within a timely manner,
• Schedule and assign workflow so that tasks/deliverables are accomplished by Agency/Investor deadlines,
• Provide complete and accurate reporting to the leadership team of the status of deliverables relative to required deadlines and pipeline management,
• Resolve issues relating to Client (Internal/External) in a timely and efficient manner, within compliance of policies and procedures.  Responses to Client inquiries are due the same day. 
• Escalate to manager and stakeholders any significant issues, or changes, directly impacting the Client (Internal/External) relationship.
• Identify changes in Investor requirements for Operating Statement analysis, reporting, and deadlines.  Update processes and procedures, and train Surveillance team on changes.  Continuous monitoring to insure changes are successfully implemented.
• Responsible for the accuracy of data used in reporting Operating Statement and Rent Roll statuses and analysis.  
• Assist in development, testing, documenting, training and implementation of new technologies.
• Ongoing process improvements
• Manage surveillance staff workflow on a day-to-day basis including:
  • Cross train Surveillance Analyst to allow for load balancing and talent management,
  • Provide Surveillance Analyst direct feedback on a real-time basis,
  • Work with Surveillance Analyst to see that training needs, both technical and interpersonal, are met in a timely manner,
  • Partner with peer Surveillance Relationship Managers to prioritize and balance workflow to meet deadlines for overall team
  • Manage and continuously evaluate outsourcing relationships,
  • Lead and participate in servicing projects, as necessary.

Qualifications 

• Bachelor’s degree in Finance, Real Estate or Accounting
• 3 - 5 years of commercial real estate loan servicing for multiple capital sources/investors
• Working knowledge of commercial real estate finance including an understanding of all types of loans, property types and real estate lenders
• Deep knowledge of commercial real estate operations and risks
• Knowledge of commercial mortgage loan oversight, preferably in a cross-functional team environment, including but not limited to:
  • Loan closing and boarding, billing and collections
  • Loan documents, including covenants and triggers
  • Letters of credit, reserves, UCC’s, liens
  • Lease abstracting and analysis
  • Property financial statement and rent roll analysis
  • Property inspections and subsequent repairs
• Strong leadership and problem-solving abilities
• Exceptional verbal and written communications skills
• Accuracy oriented with a sense of urgency and strong focus on customer service
• Ability to work in a fast paced and deadline driven environment 
• Strong interpersonal and organizational skills
• Understanding of risk review and watch list reporting
• Understanding of and experience with Key Performance Indicators
• Working knowledge of Enterprise! (or similar large scale servicing system)
• Medium to advanced MS Office skills