The Associate, Relationship Manager I works as a customer-facing specialist within the Commercial Loan Servicing Department of CLS. Their primary role is to provide top-tier customer service to our commercial loan borrowers across various product types. The goal of the Associate, RM I position is to ensure that each borrower of a portfolio of performing commercial loans has their specific needs met and exceeded.  As an individual and amongst a team, the RM I works to ensure that the customer is engaged and satisfied on all their commercial mortgage needs. This will be a hybrid role either in our Ft. Lauderdale office or our Coral Gables (Miami) Corporate office.

• Provide stellar customer service on a daily basis for both inbound and outbound calls.
• Note all borrower call dispositions and reason codes in the servicing system of record, servicing applications and pursuant to department guidelines.
• Update customer contact information and/or submit Change of Record notices to have all information in the system of record be as accurate as possible.
• Process borrower loan payments as one off or recurring via ACH, as well as set-up repayment plans to resolve any past due commercial loans.
• Handle inquiries related to escrows (taxes & insurance), contact borrowers for insurance information or other required documentation per the terms of the Loan Agreements.

• Order loan payoff requests and submit payment processing instructions, as required.
• Conduct welcome calls introducing borrowers to CLS, provide contact of their assigned RM II, if applicable, request ACH payment, if applicable, and validate loan information in the servicing system of record.
• Schedule appointments for borrowers and their single point of contact (Relationship Manager II or Sr.) for required matters.
• Professionally handle escalated customer concerns while following industry best practices.
• Adhere to department and company policies and procedures and regulatory guidelines.
• Promptly and accurately, answer customer questions regarding loan information, website accessibility, service transfers, or other servicing matters as may be required.
• Successfully meet monthly performance metrics and production goals on an ongoing and consistent basis.
• Handle other duties as assigned.

• Competent customer service and/or collection experience, preferably in the mortgage industry
• Ability to adapt to an ever-changing environment due to regulatory, compliance, and/or business rule changes
• Strong interpersonal, negotiation and communication (written / verbal) skills
• Prioritization skills and capable to multi-task successfully within a team structured and call center environment

• Flexibility to work a varying schedule based on business, client needs and performance metrics.

• Ability to be a self-starter, motivated, and driven to achieve desired performance metrics, while providing a positive, and memorable interaction with each point of contact
• Ability to work across multiple servicing and collection platforms
• Work in the Ft. Lauderdale or Coral Gables offices, minimum of 3x per week.
• Proficient computer and typing skills (Microsoft Office experience preferred)
• Must be able to connect to the internet via direct connection / Ethernet Connection (not Wifi)
• Must have a dedicated workspace to ensure privacy so the customer information is protected
• Must have internet connection with a minimum download speed of 50 Mbps and an minimum upload speed of 10 Mbps
• Bi-lingual is a plus

Certifications, Licenses, and/or Registration:

No requirements or preferences. 

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and use hands to handle, touch or feel objects, tools, or controls.  The employee frequently is required to talk and hear.  The noise level in the work environment is usually moderate.  The employee is occasionally required to stand; walk; reach with hands and arms.  The employee is rarely required to stoop, kneel, crouch, or crawl.  The employee must regularly lift and/or move up to 10 pounds.  Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus.

EEOC

Bayview is an Equal Employment Opportunity employer.  All aspects of consideration for employment and employment with the Company are governed on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.