Senior Commercial Loan Servicing Representative
2 weeks ago
Wells Fargo is seeking a Senior Commercial Loan Servicing Representative to join our team.
Key Responsibilities:- Service commercial real estate loans, including construction and problem loans, and may include commercial real estate agency loans.
- Provide direct customer service and act as the primary servicing contact for the loan.
- Support less experienced loan administrators in providing resolutions of inquiries and complaints.
- Determine the appropriate course of action and conduct investigative steps to fully identify customer issues.
- Perform complex administrative and customer support tasks by managing daily schedules and providing work direction to the team.
- Assist in setting performance standards and recommend process or policy improvements to enhance customer satisfaction.
- Review moderately complex loan servicing documentation, book and fund new loans and modifications, including reviewing input.
- Monitor collateral and prepare payoff letters, releasing collateral; customer research and billing; obtain insurance information and monitor ongoing coverage.
- Provide subject matter expertise and interpretation of procedures to less experienced individuals.
- Respond independently to complaints escalated at the highest level.
- Provide training and guidance to less experienced loan administrators and perform quality assurance and approve the work of other staff.
- Collaborate and consult with peers, colleagues, and managers to resolve issues and achieve goals.
- Interact with internal customers.
- Receive direction from leaders and exercise independent judgment while developing the knowledge to understand function, policies, procedures, and compliance requirements.
- 4+ years of Commercial Loan Servicing experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education.
- Ability to interpret and understand the Loan documents and Loan Servicing Agreements.
- Update, analyze the company's mortgage loan system of record and other systems with appropriate data.
- Generate systems queries of Loan Information, as when required/requested.
- Complete tasks that require the review of reports, system data, loan documentation, and other collateral or loan-related information.
- Quality reviewer role for multiple sub-processes.
- Should be able to share appropriate feedback to team members on opportunities.
- Good problem-solving and analytical skills.
- Take a lead role in developing and implementing best practices.
- Exhibits detail-oriented skills.
- Analyze complex data and make decisions for final reconciliation.
- Ability to communicate well with US counterparts in a virtual environment and build relationships with business partners.
- University degree in Business or related discipline.
- Experience of more than 3 years in commercial mortgage loan structures and accounting.
- Working knowledge of MS Excel, MS Word, MS Access.
- Ability to accurately process high volumes of work within established deadlines.
- Ability to adapt to change.
- Flexibility towards work on different processes/assignments.
- Working with teams and being an active participant.
- Exhibits a commitment to the company.
- Ability to set priorities, plan, and organize work.
- Demonstrates/maintains professional conduct under all circumstances.
- Ability to conduct process trainings as when required.
- Ability to work independently and generate MIS reports for the process.
- Takes ownership for responsibilities.
- Motivates himself and the team in achieving team goals.
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