Portfolio Manager - PHH Mortgage

The Commercial Portfolio Manager will provide oversight for the performance of assigned portfolio and quality collection and property surveillance activities for commercial real estate loans. This is an individual contributor role that reports to a Supervisor/Assistant Manager and will work hand-in-hand with a team of Portfolio Analysts / Associates and various internal business units. The Portfolio Manager will serve as the point of contact for assigned investor(s), provide oversight an assigned portfolio, facilitate borrower requests and delinquency resolution. This position requires the ability to perform customer relationship functions, respond to investor requests, review loan documents, compliance, quality control, and resolve a wide spectrum of borrower related inquiries related to commercial loan servicing.

Job Functions and Responsibilities

• Maintain frequent contact with borrowers and/or third-party representatives as the single point of contact regarding the status of the account; respond to assigned investor requests; obtain payment arrangements as needed
• Perform daily customer service activities via handling inbound calls and outbound calls in a call queue. Perform outbound calls to assess borrower’s impact of Federal Disasters. Maintain service levels and achieve monthly call center standard performance metrics, which include: Schedule Adherence and Attendance / Availability and Quality Control Monitoring
• Determine best asset performance strategy (upon default or eminent default) by acquiring/analyzing financial information, examining loan documents, and understanding market conditions. Escalate or refer to Special Servicing as needed
• Support Portfolio Analyst to monitor all delinquent commercial loans and pursue a course of action to resolve and decrease delinquencies and maintain current roll-rates
• Perform document research to determine guidelines and requirements related to borrower requests and/or loan issues and bring to swift resolution
• Assemble the required documentation to prepare a thorough analysis and management resolution write-up to support a recommendation of borrower special requests including assumptions, easements, partial releases, etc.
• Support Portfolio Analyst in clearance of surveillance related activities to include: Tax, Insurance, Escrow Analysis, Suspense and Task management
• Analyze property operating statements and rent rolls as part of Watchlist monitoring and collateral review
• Assist to resolve significant property issues and seek borrower rectification of the same
• Administer individual portfolio Watchlist reporting to proactively identify property and borrower’s issues
• Manage assets to ensure receipt of updates for tax, insurance, escrow accounts; address any escalated issues that arise
• Prepare monthly reports to monitor the performance of the commercial portfolio for self, management and possibly investors
• Obtain working knowledge of the servicing agreements directing investor requirements through loss mitigation strategies
• Coordinate with internal departments for management of assets
• Other duties as assigned

Qualifications

• Demonstrates positive attitude, adds to a positive team morale and is eager to take on and learn new things
• Four year degree from an accredited University preferred
• Minimum of 3 years of mortgage banking experience required
• High attention to detail
• Strong Oral/Written communication skills
• Knowledgeable in Word, Excel, PowerPoint, Outlook, Access, and other information processing programs
• Bilingual (English and Spanish) is considered a plus
• Self-motivated and works independently
• Customer service oriented
• Team player
• Flexible
• Ability to perform complex calculations using calculators and systems is required
• Ability to reason and exercise sound judgment
• Ability to handle sensitive and confidential information appropriately
• Problems can be complex and require a systematic, organized approach to resolve

Training / Licensing Requirements:

• Must pass the Company’s Background Screening process prior to beginning employment. Additionally, as a condition of employment, you may be required to pass client-specific background check requirements or Federal/State licensing requirements, if applicable.

PHH