Job Description
JOB FUNCTIONS AND RESPONSIBILITIES
The
Commercial Portfolio Associate will provide quality collection and property surveillance activities for commercial real estate loans. This role will support a team of Portfolio Managers that serve as the primary contact for borrower research requests and collection efforts. This position requires the ability to perform customer relationship functions, review loan documents, compliance, quality control and resolve a wide spectrum of borrower related inquiries related to commercial loan servicing
- Assists Portfolio Manager to monitor all delinquent commercial loans and pursue a course of action to resolve the delinquency
- Perform daily customer service activities via handling of outbound calls with borrowers and / or third-party representatives
performing collection and servicing activities (Customer Service and Collection Calls in English and Spanish)
- Perform customer service activities related to inbound calls in a call queue
- Maintaining service levels and call center performance metrics - Schedule Adherence and Attendance / Availability
- Support Portfolio Manager in clearance of surveillance related activities to include: Tax, Insurance, Escrow Analysis, Suspense
and Task management
- Obtain the required documentation for borrower special requests including assumptions, easements, partial releases, etc.,
and submit to the Portfolio Manager to review, prepare and submit a detailed recommendation for approval
- Identify and escalate significant property issues to the Portfolio Manager
- Collect and assist to analyze property operating statement and rent rolls as part of Watchlist monitoring and collateral review
- Coordinate with internal departments for management of portfolio
- Other duties as assigned
Education / Experience
- 2+ years of experience in the mortgage industry required
- Demonstrates positive attitude, adds to a positive team morale and is eager to take on and learn new things
- Ability to work independently and self-motivated
- College degree preferred
- Open to College undergraduates with 6 months Business Process Outsourcing (BPO) experience preferable in collections department
Work Schedule Or Travel Requirements
- Shifts and Schedules: Our call center hours of operation are Monday – Friday 8:00am – 9:00pm local time, Shifts will fall into those timeframes. Stable Internet connection is required – Hybrid work from home model. May be required to work in the office according to business needs.
About Us
Onity Group Inc. is a leading non-bank financial services company providing mortgage servicing and originations solutions through its subsidiary, Onity Mortgage, formerly known as PHH Mortgage. Onity Mortgage is one of the largest servicers in the country, focused on delivering a variety of servicing and lending programs to customers, clients and investors.
At Onity, we strive to earn our customers loyalty every day. We do this by consistently delivering exceptional service and building trust through reliability, integrity, and following through on our commitments. We operate through the lens of the customer, understand the importance of homeownership, and take pride in helping homeowners. Collectively this fosters long-term relationships, ensuring our customers feel valued and supported. We expect all employees to interact with and engage our colleagues and our customers with respect, courtesy and professionalism, and to achieve results consistent with our service delivery standards.
Onity is intensely focused on hiring, developing and retaining the best talent in the industry! Our commitment to inclusion and equal opportunity ensures that we sustain our reputation as an outstanding place to work, a great business partner and a valued community member. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know.
