Commercial Loan Servicing/ Administrative/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 and Lender as well as other operating departments related to all pending and existing accounts. Deliver excellent customer service. Ensure data quality and integrity.

Responsibilities

• 40% – Loan booking and administration: 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 package in a timely manner.
• 30% – Covenant monitoring and tracking: Monitor and track covenant information – ensure financial statements, posting closing documentation, and other borrower required submissions are received timely; mail covenant tracking letters monthly and make follow-up contact via phone or email to obtain information; document follow-up efforts in the comments section of the system on past due and maturing items.
• 20% – Reporting and data integrity: 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 spreadsheet timely to meet month-end reporting.
• 10% – Payment and delinquency management: 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.

Requirements

• 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, 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.

Work Environment

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.

Pay

Salary Range: $45,300 - $83,000