Account Manager

About the Role

Oversee account management and servicing of designated commercial lending sectors (Customer Segments) as defined by manager. Serve as liaison between the Customer, Relationship Manager, Lender, and other operating departments related to all pending and existing accounts. Deliver excellent customer service and ensure data quality and integrity.

Responsibilities

• Proactively manage, research, identify, and resolve payment problems, monetary and non-monetary delinquencies, and other borrower-related issues.
• Receive and process draw requests on Revolving and Non-Revolving lines of credit.
• Prepare payoff requests and obtain prepayment calculations pursuant to terms of loan documents.
• Respond to all internal and external customer inquiries within 24 hours—deliver excellent customer service.
• 40% of time: Book new loans and administer loan modifications in a timely and accurate manner pursuant to loan documents. Input related data for new loans into McCracken CS Strategy or Fiserv DNA loan servicing systems within established benchmarks. Enter ongoing tracking into Covenant Tracking to facilitate collection and monitoring of borrower financials and other items. Prepare new loan welcome packages in a timely manner.
• 30% of time: Monitor and track covenant information—financial statements, posting closing documentation, and other borrower-required submissions are received in a timely manner. Mail covenant tracking letters monthly and follow up via phone or email to obtain information. Document follow-up efforts in the system’s comments section for past due and maturing items.
• 20% of time: Monitor loan-servicing reports for accuracy of data and status of outstanding items. Produce ad-hoc reports as needed. Proactively manage, research, identify, and resolve potential servicing, payment, or other borrower-related issues. Analyze and interpret data regarding billing questions, rate changes, and other critical loan information. Reconcile interest paid. Update benchmark tracking spreadsheets in a timely manner to meet month-end reporting.
• 10% of time: Additional responsibilities as assigned.

Qualifications

• Three years’ experience in the loan administration function servicing commercial and/or Multifamily loans under agency and CMBS guidelines.
• Excellent organizational and analytical skills.
• Proven ability to resolve customer needs.
• Excellent written and verbal communication skills.
• Accuracy and facility for attention to detail.
• Demonstrated ability to coordinate with others outside of own department to meet customer needs in a timely fashion.
• Takes ownership of customer requests and resolves every request, whether their own or belonging to a team member.
• Proven ability to work independently but recognize when input is required.
• Understands what excellence means in own job and department.
• Proficient in Microsoft Word and Excel.
• Knowledge and proficiency in various loan servicing systems, such as McCracken CS Strategy, nCino, and Fiserv DNA.
• Proficient or acquire proficiency in specialized systems used to monitor covenant tracking and fee tracking.

Education: College Degree or related experience.

Schedule

Hybrid – Employees will work from both remote and onsite locations. Employees must live within a reasonable commuting distance of the office and are required to be onsite at least two (2) days per week, specifically on Tuesdays and Wednesdays. Certain positions or business needs may require additional in-office days.