Client Relations Manager, Servicing
Berkadia, a joint venture of Berkshire Hathaway and Jefferies Financial Group, is a leader in the commercial real estate industry, offering a robust suite of services to our multifamily and commercial property clients. Powered by deep relationships and industry-changing technology, our people sell, finance, and service commercial real estate, providing support for the entire life cycle of our clients' assets. Our unique ownership structure allows us to put the client's interests first and creates a marketplace that delivers a superior experience.
Our people are our greatest strength and make Berkadia a great place to work, creating an environment of trust, mutual respect, innovation and collaboration. We invest in our people through our commitment to training, product development and enhancements in technology making Berkadia a truly innovative and supportive organization.
The Client Relations Manager acts as liaison between the borrower, Servicing functional business units, Mortgage Banking personnel, trustees, investors, and government agencies. They address and respond to normal and customary questions and inquiries from borrowers including monthly payments, billing and payoff statements, satisfactions, reserve requests, ARM adjustment calculations, taxes, insurance, escrow analyses, late charges, insurance loss drafts, maturities, leases, LoanView and loan trigger events.
Monitor, administer or refer borrower requests to the appropriate Servicing functional business unit or outside party upon review of the applicable loan documents and service agreements.
Provide detailed referral requests, including applicable loan document and investor requirements on transactions requiring lender consent such as easements, partial releases, and condemnations.
Complete payment calculations, amortization schedules, account reconciliations, and financial analysis as needed by clients.
Monitor and review loan specific trigger events to ensure appropriate action is taken to meet required deadlines.
Work with management on appropriate responses and decisions regarding risk assessment of loans including comprehensive reviews of construction draw requests, potential loan servicing transfers, including loan document and servicing agreement requirements.
Consult with any necessary personnel within Berkadia and follow-up with borrower to ensure completion of requests and inquiries.
Manage and/or escalate complex issues that will include some decision making on the Client Relation Managers part.
Monitor portfolio specific reports and adhere to established and Berkadia policies and procedures for processing open items or issues.
Confront problem situations in conjunction with assessment of loan documents and investor guidelines.
Works with all applicable functional business units to ensure compliance with loan document requirements and borrower requests on all servicing systems.
Performs other work-related duties, as assigned.
What someone will need to be successful in this role
Advanced experience in Microsoft Office including Outlook, Word, PowerPoint, and Excel; knowledge of McCracken Strategy preferred.
Strong organizational skills and ability to multitask in a fast-paced environment with competing priorities.
Outstanding attention to detail.
Ability to manage expectations, informing stakeholders of potential delays due to conflicting priorities.
Can-do, proactive attitude that can mean making suggestions and giving options rather than waiting for answers.
Able to communicate clearly both verbally and in writing.
Able to read, understand, and analyze complex legal documents including loan contracts and agreements.
What is required for this role
High School Diploma, GED/equivalent certification or equivalent military experience; Bachelor's degree preferred.
One to three (1-3) years experience in a professional environment within commercial real estate, loan servicing, or customer support.
Berkadia Commercial Mortgage is an equal opportunity employer and affords equal opportunity to all applicants and employees for all positions without regard to race, color, religion, gender, national origin, age, disability, veteran status or any other status protected under local, state or federal laws.