Commercial Relationship Manager

Job Description

Overview

The Commercial Relationship Manager (RM) works in CLS Commercial Servicing & Asset Management Department providing customer service and collections to commercial borrowers.

Primary responsibilities focus on managing a portfolio of performing commercial loans, addressing borrower inquiries and providing top-level assistance with their loans.

RM’s are also expected to work with borrowers who are experiencing early stage delinquencies. Main goal and objective is to ensure that the borrower is engaged and informed on all their commercial mortgage needs.

Although the RM will have a specific assigned portfolio, the position requires working in a team environment to meet and exceed the client objectives.

Monthly incentive opportunities are available based on performance towards set monthly goals. This position will sit in our Fort Lauderdale office in Florida.

Responsibilities

• Provide stellar customer service on both inbound and outbound calls as may be required.
• Assist borrowers per investor, company and regulatory guidelines to resolve early mortgage loan delinquencies, which may include collection calls.
• Review and make recommendations to approve real estate taxes, release escrow surpluses or request escrow analyses, as appropriate.
• Collect annual property and borrower financials pursuant to the terms contained within the loan agreements, as required by individual investors.
• Monitor Stip to Mod loans and handle the conversions upon successful completion of the terms of the agreement.
• Set-up payment arrangements, order payoff requests, and work in a structured and proactive manner to meet individual and department goals.
• Professionally handle escalated customer concerns, including research of loan documentations, correspondence, other matters as presented while following industry best practices.
• Promptly and accurately answer borrower inquiries regarding a variety of topics related to their loan(s) including : loan histories, tax and insurance matters, year-end 1098 or 1099 reporting, website questions, service transfers, and more.
• Successfully meet monthly performance metrics and production goals on an ongoing and consistent basis.
• Issue posting instructions to cashiering based on the terms contained within the loan agreements; when necessary.
• Handle other duties as assigned.

Qualifications

• Customer service and / or collection experience with an emphasis on strong interpersonal, negotiation and communication skills.
• Aptitude across Microsoft Office Suites, notably Word and Excel.
• Competence to adapt to an ever-changing environment due to regulatory, compliance, and / or business rule changes.
• Proficiency to successfully multi-task within a fast-paced and dynamic work environment.
• Ability to work a potentially varying schedule including some holidays and weekends and based on business needs and performance metrics.
• Self-starter, self-motivated, and driven to achieve and exceed desired performance metrics, while providing a positive, and engaging interaction with each borrower to the best of their ability.
• Ability to work across multiple servicing and collection platforms including CSAM, Servicing Director.
• Must be able to connect to the internet via direct connection / Ethernet Connection (not Wifi) (while remote)
• Must have a dedicated workspace to ensure privacy so the customer information is protected (while remote)
• Must have internet connection with a minimum download speed of 50 Mbps and an minimum upload speed of 10 Mbps (while remote)

Note : If on a shared internet, the connection must be prioritized, as the preferred connection is a dedicated connection for work only.

Preferred :

• Bi-lingual (English / Spanish) with proficiency in reading / writing in addition to speaking.
• Experience working in a team environment.
• High volume contact center environment
• High School Diploma / GED Required

Job Location

Ft. Lauderdale, Florida, United States

Position Type

• Full Time (40 Hours per week);
• Shifts and hours may vary;
• Business Hours (subject to change)
• Monday Friday 8 am 8 pm EST

Certifications, Licenses, and / or Registration

No requirements or preferences.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and use hands to handle, touch or feel objects, tools, or controls.

The employee frequently is required to talk and hear. The noise level in the work environment is usually moderate. The employee is occasionally required to stand;

walk; reach with hands and arms. The employee is rarely required to stoop, kneel, crouch, or crawl. The employee must regularly lift and / or move up to 10 pounds.

Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus.

EEOC

Community is an Equal Employment Opportunity employer. All aspects of consideration for employment and employment with the Company are governed on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.