Account Manager

Account Manager

Loan Operations

VA Office

Role Description Summary: 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.

Role Responsibilities:

1.  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 customers inquires within 24 hours – deliver excellent customer service.   40%    

2.  Book new loans and administer loan modifications in a timely and accurate manner pursuant loan documents and input related data for new loans into McCracken CS Strategy or Fiserv DNA loan servicing systems within the established benchmark. Enter on going tracking into Covenant Tracking to facilitate the ongoing collection and monitoring of borrower financials and other items.  Prepare new loan welcome package in a timely manner.  30%

3.  Monitor and track covenant information - financial statements, posting closing documentation and other borrower required submissions are received in a timely manner. 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%

4.  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 the interest paid. Update benchmark tracking spreadsheet in a timely manner to meet month end reporting. 10%

Minimum Qualifications:

• 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

Licenses/Certifications: N/A

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.

General Notice:

This position description describes the general nature and level of work performed by the employee assigned to this position and should not be interpreted as all inclusive.  It does not state or imply that these are the only duties and responsibilities assigned to the position.  The employee may be required to perform other job-related duties.  All requirements are subject to change and to possible modification to reasonably accommodate individuals with a disability. 

This position description does not constitute an employment agreement between the Bank and employee and is subject to change by the employer as the needs of the Bank and requirements of the position change.

AA/EOE