International Luxury Hotel Association

Manager

• Provide proactive monitoring and surveillance of assigned assets securing Commercial Real Estate loans
• Serve as the point of contact for the borrower and the assigned investor(s)
• Provide oversight of an assigned portfolio, facilitate borrower requests
• Monitor and enforce loan covenants, resolve insurance non-compliance
• Complete financial analyses, delinquency resolution
• Handle escalated inquiries from external clients and internal staff
• Provide mentorship to team members
• Engaging directly with customers in all interactions
• Conduct quality control checks and coach team members on loan document interpretation
• Lead client calls and/or meetings reviewing loan performance issues
• Escalate items appropriately to Manager

Senior Asset Manager, Commercial Servicing

• Provide oversight for the performance of an assigned portfolio of commercial real estate loans
• Perform customer relationship functions, review loan documents, compliance, quality control, and resolve borrower related inquiries
• Facilitate borrower requests and manage delinquency resolution
• Maintain frequent contact with borrowers and/or third-party representatives regarding account status
• Review daily reports to identify workflow priority and support monitoring of delinquent commercial loans

Portfolio Manager, Commercial Servicing

• Provide proactive monitoring and surveillance of assigned assets securing Commercial Real Estate (CRE) loans
• Serve as the point of contact for the borrower and the assigned investor(s)
• Provide oversight of an assigned portfolio and facilitate borrower requests
• Monitor and enforce loan covenants and resolve insurance non-compliance
• Complete financial analyses and delinquency resolutions
• Maintain professionalism during all interactions
• Quality Control check of loan boarding for accuracy
• Identify & monitor loan covenants for borrower compliance
• Interpret and work effectively with large data sets
• Spread and analyze property level financial statements
• Work closely with borrowers and investors to resolve delinquent payment issues
• Generate reports for investors as required

Asset Manager, Commercial Servicing

Content Marketing Manager

• Collaborate with internal content strategists, writers and stakeholders across Servicing, Originations and Corporate Communications to ensure the highest standards of quality and timely delivery for communication pieces across multiple platforms.
• Oversee the production and management of digital content, analyzing website usage and email data to continuously increase engagement, drive recapture and identify improvement opportunities.
• Manage schedules, coordinating teams (such as writers, designers, and videographers), ensuring brand consistency, and troubleshooting production issues to deliver high-quality content on time and within budget.
• Consult with stakeholders on personalization strategies, software capabilities and limitations, and increase engagement rates and minimize unsubscribes or reputational impact.
• Manage an email and communications team that reviews, publishes and tests content across a variety of channels to meet objectives and maximize effectiveness.
• Monitor project progress, risks and issues, report on key metrics and use initiative and judgment to address projects that are going off track and escalate to senior leadership team as appropriate.
• Build and foster cross functional collaborative relationships with stakeholders to drive connection and deliver initiatives on time.

Manager, Digital Content

Customer Support

• Shape how the organization communicates with homeowners.
• Act as a liaison across Servicing, Originations, Corporate Communications and other business areas.
• Ensure that servicing customer communication strategies are aligned with brand standards.
• Collaborate and drive communication initiatives across the Company with cross functional teams.
• Drive customer engagement and strengthen long term customer loyalty.
• Leverage analytics and industry knowledge to create personalized homeowner journeys.
• Make quantitative and qualitative recommendations utilizing a broad set of inputs.
• Translate customer feedback into actionable initiatives focusing on communications.
• Craft engaging and clear copy for diverse platforms.
• Review and approve all borrower communications to ensure clarity, tone, compliance, and alignment with brand standards.
• Develop and monitor success metrics, and make necessary adjustments.

Director, Customer Experience Communications

• Review performing loan reports to identify commercial loans at risk of defaulting.
• Initiate contact with defaulted commercial loan borrowers to identify default reason and resolution plan.
• Assess borrower financial situation, property operations and property conditions.
• Review business and individual credit reports and asset search results.
• Review commercial loan documents for borrower requirements and lender remedies.
• Review servicing agreements for servicer responsibilities, authorities and deadlines.
• Prepare/verify calculations for legal demands.
• Negotiate workouts with borrowers within acceptable lender client parameters.
• Structure terms for loan modifications and forbearance agreements as needed.
• Review property valuation reports from appraisers, brokers, market sources, etc.
• Review/perform collateral property inspections.
• Prepare written business plans describing reasons for default, enforcement options, alternative strategies, and servicer recommendations based on a net present valuation analysis.
• Direct and monitor third-party vendors, including attorneys, inspectors, appraisers, property managers, investigators, receivers, brokers, contractors, title agents, insurance adjusters, etc., as needed.
• Prepare projections for asset dispositions, including recovery amounts, losses, and timelines.
• Provide instructions for all posting and disbursement transactions as needed.
• Maintain current and accurate status reports on all assigned assets.
• Support Commercial Primary Servicing representatives in borrower outreach efforts, market analysis and investor inquiries, as needed.
• Comply with all Company requirements for training, compliance, audits and reporting.
• Anticipate/identify issues that could impact Company/client operations and suggest solutions.
• Administer defaulted loan sales as appropriate.
• Administer complex REO activities, including, but not limited to, directing property managers and brokers, assessing property condition, preparing/reviewing budgets, etc.
• Monitor performance of subservicers/asset management contractors.
• Serve as a subject matter expert (SME) and mentor for junior staff.
• Complete other activities and duties as may be assigned.

Senior Asset Manager, Commercial Special Servicing

Analyst

• Review loan accounting and prepare/verify calculations for legal demands.
• Manage inbound calls and correspondence received from borrowers.
• Review property valuation reports from appraisers, brokers, market sources, etc.
• Review collateral property inspections.
• Serve as main point of contact and liaison with external special servicers.
• Support Commercial Primary Servicing representatives in borrower outreach efforts.

Analyst, Commercial Special Servicing

Operations

• Lead and manage the operations delivery and collateral management teams
• Oversee mortgage investor delivery, collateral, and transaction management processes
• Ensure accurate and timely management of collateral documentation
• Maintain compliance with regulatory requirements and internal policies
• Collaborate with internal and external stakeholders for smooth operations
• Develop and monitor key performance indicators (KPIs)
• Contribute to the company's strategic plans

Vice President, Capital Markets Operations

Sales

• Inbound and Outbound leads provided by the company from our existing portfolio of clients
• Process completed mortgage application for qualified clients
• Communicate and set proper expectations with the client from the start of the transaction
• Qualify clients for new mortgage loans using automated underwriting systems (DU/LP)
• Deliver mortgage options to customer in one call to move forward with PHH Mortgage as their preferred lender
• Collect pertinent information/documents from client to begin processing
• Sends all required paperwork to client and provides excellent customer service
• Adhere to all regulatory mortgage compliance guidelines
• Partner with internal operations to consistently produce clean files and successfully complete transactions
• Input transactions into PHH Mortgage’s lead management system
• Communicate effectively with all parties to the transaction.
• Offer excellent customer service to all borrowers
• Structure business day to ensure balance of taking inbound leads and making follow-up contact with current sales pipeline in order to consistently meet minimum performance standards
• Attend all trainings, sales meetings, orientations as directed
• Increase knowledge of mortgage industry by completing all internal trainings timely
• Ability to use multiple software applications at one time
• Type more than 40 words per minute

Licensed Loan Officer, Direct Lending Sales

Executive Assistant

• Completes a broad variety of administrative tasks for the EVP, Chief Investment Officer and EVP, Chief Administrative Officer: managing calendar of appointments; completing expense reports; composing and preparing correspondence that is sometimes confidential; arranging complex and detailed travel plans, itineraries, and agendas; and compiling documents for travel-related meetings.
• Plans, coordinates and ensures the EVPs’ schedules are followed and respected. Provides "gatekeeper" and "gateway" role, creating win-win situations for direct access to the EVPs’ time.
• Keeps the EVPs and their direct reports well informed of upcoming commitments, responsibilities and deadlines
• Writes error-free, eloquent emails and letters for various events and announcements.
• Provides administrative support to the direct reports of the EVPs, where time permits, providing team assistance as required.
• Uses Outlook, Word, Excel and PowerPoint to produce high quality materials for internal and external meetings and conferences.
• Coordinates logistics of team meetings, employee engagement activities and affinity groups (on and offsite)
• Assists other Executive Assistants with their responsibilities, providing back-up support for CEO and Board meetings
• Maintains confidentiality and uses a high degree of discretion
• Takes notes and distributes meeting minutes, agendas and meeting packages.
• Special projects as assigned.