International Luxury Hotel Association

Financial Planning and Analysis

• Lead business-wide financial planning and reporting activities
• Create and enhance standard finance reporting packages and metrics for the Mortgage Originations business and channels including forward, B2B and B2C
• Maintain and enhance financial models and analytics supporting business strategy, including operational capacity models and costs
• Partner with Data Science & Analytics and other leaders to build analytics and strategies, including Capital Markets and Corporate Development
• Partner with the CFO and Finance team on shareholder relations analytics and supporting materials, R/Y/G matrix, and valuation
• Lead the finance data warehouse launch and support financial systems redesign and enhancements
• Set objectives and key results supporting Service Excellence standards and monitor delivery to increase customer satisfaction
• Promote and instill a high-performing team culture
• Develop a dynamic and agile team while leveraging automation to streamline functions and grow analytical curiosity
• Foster talent, improve business acumen, support retention, and support change management initiatives
• Allocate resources and drive accountability for direct reports to achieve results

Director, Mortgage Lending Finance

Call Center Representative

• Answer incoming customer calls and resolve inquiries about the Company’s mortgage products and services
• Work with delinquent customers to complete financial actions and cure accounts through payment when possible
• Assess customers’ ability and willingness to pay, build trust, encourage commitments, and explain paths forward
• Guide customers through repayment plans, forbearance, loan modifications, and liquidation alternatives in accordance with investor and agency guidelines
• Educate borrowers on consequences of non-payment and secure commitments to resolve delinquency
• Partner across teams to ensure customers receive answers and next steps
• Maintain accurate documentation of customer interactions, repayment plans, account actions, and service activity
• Navigate loan servicing systems, outbound dialer platforms, and skip-tracing applications simultaneously
• Assist other departments with call handling needs as call volume dictates
• Deliver performance outcomes aligned with customer satisfaction, quality, productivity, cure rate, collections effectiveness, and portfolio health

Customer Support

• Lead and manage a team of up to 14+ Customer Service Coordinators
• Coach and develop Customer Care Coordinators
• Utilize Onity’s technology, scripting, and loss mitigation experience to achieve strong results
• Manage and motivate Customer Care associates
• Resolve escalated customer calls
• Coach and mentor team members to improve baseline performance and provide friendly, empathetic assistance
• Prepare and review compliance reports
• Maintain a high level of customer service within the team
• Become familiar with customer relations functions and services offered
• Ensure all borrower contacts are logged into the loan servicing system
• Properly document PHH’s mortgage servicing system
• Ensure compliance with laws and regulations governing call centers, mortgage servicing, and collections
• Perform miscellaneous job-related duties assigned by the department manager
• Follow company policies and procedures

Team Lead, Customer Care Center – Customer Service

Analyst

• Administer tasks for an assigned portfolio of geographically diverse, non-performing commercial/business-purpose mortgage loans
• Analyze collateral property information, loan accounting, loan documents, vendors, and market research
• Review loan accounting and prepare or verify calculations for legal demands
• Manage inbound borrower and internal-group calls and correspondence
• Review property valuation reports, inspections, operating information, loan documents, and covenants
• Review performing loan reports to identify commercial loans at risk of transfer to special servicing
• Monitor property tax and insurance status for assigned collateral
• Serve as the main point of contact and liaison with external special servicers
• Administer external special servicer requests and instructions for posting and disbursement transactions
• Maintain accurate and timely system data and reports
• Interact with Company resources across departments, including offshore resources
• Review servicing agreements for responsibilities, authorities, and deadlines
• Administer third-party vendor invoices and reports
• Support Commercial Primary Servicing representatives with borrower outreach, property and market analysis, and investor inquiries
• Complete required training, compliance, audit, and reporting activities
• Identify operational issues and suggest solutions
• Provide requested responses and updates within 24 hours
• Process posting instructions within 24 hours and invoices within three days
• Maintain 100% accuracy for accounting calculations
• Complete at least 40 hours of annual Company training

Analyst, Commercial Special Servicing

Manager

• Oversee the performance of an assigned portfolio of commercial real estate loans
• Serve as the elevated point of contact for borrowers and assigned investors
• Facilitate borrower requests and manage delinquency resolution
• Review loan documents, compliance, and quality control matters
• Maintain frequent borrower and third-party representative contact
• Contact delinquent customers, assist with repayment options, conduct financial interviews, and document delinquency reasons
• Review daily reports and identify workflow priorities
• Monitor delinquent commercial loans and pursue actions to reduce delinquencies
• Research investor guidelines and borrower requests and resolve loan issues
• Manage Tax, Insurance, Escrow Analysis, Suspense, and Task surveillance activities
• Analyze property operating statements and rent rolls for Watchlist monitoring and collateral review
• Resolve significant property issues and seek borrower rectification
• Administer portfolio Watchlist reporting
• Coordinate with internal departments to manage assets and servicing functions
• Document borrower requests and prepare analysis and management resolution write-ups
• Generate investor reports and assist with audits
• Review and update internal policies and procedures as required

Portfolio Manager – Commercial Servicing

• Administer loss mitigation, remedy enforcement and liquidation tasks for an assigned portfolio of geographically diverse, non-performing commercial/business purpose mortgage loans
• Maintain direct contact with commercial borrowers to identify default reasons and resolution plans
• Assess borrower financial situations, property operations and conditions, market conditions and collateral
• Review borrower and individual credit reports, asset searches, loan documents and servicing agreements
• Prepare and verify calculations for legal demands
• Negotiate borrower workouts within acceptable lender-client parameters
• Structure loan modifications and forbearance agreements
• Review property valuation reports and perform or review collateral property inspections
• Prepare formal business plans covering default reasons, enforcement options, alternative strategies, servicer recommendations and net present value analysis
• Direct and monitor third-party vendors including attorneys, inspectors, appraisers, property managers, investigators, receivers, brokers, contractors, title agents and insurance adjusters
• Prepare asset disposition projections, including recovery amounts, losses and timelines
• Provide instructions for posting and disbursement transactions
• Maintain accurate asset status reports and provide written qualitative status comments
• Support Commercial Primary Servicing representatives with borrower outreach, property and market analysis and investor inquiries
• Comply with Company training, compliance, audit and reporting requirements
• Identify operational issues and suggest solutions
• Administer defaulted loan sales and complex REO activities
• Monitor subservicers and asset management contractors
• Serve as a subject matter expert and mentor junior staff
• Establish borrower contact within 5 business days of transfer to special servicing
• Complete formal business plans within 45 days of transfer and update them at least every 180 days
• Maximize recovery for lender clients
• Complete at least 40 hours of annual Company training and contribute to training initiatives

Senior Asset Manager, Commercial Special Servicing

Team Lead

• Coach and develop Customer Resolutions Coordinators
• Provide strategic oversight and direction for Onity’s Call Center Operation Customer Resolutions department
• Monitor KPIs and other metrics to achieve business objectives
• Manage a diverse team of associates located in the US
• Focus on retention, coaching, and professional development of high-performing associates
• Oversee Customer Resolutions processes for timeliness, accuracy, and compliance
• Plan for short-, medium-, and long-range business needs and provide solutions to Executive Management
• Review departmental control reporting for compliance with internal and external ERM servicing guidelines
• Update and implement internal controls and procedures as risks are identified
• Ensure internal policies and procedures reflect compliance changes
• Develop and document process enhancements and automation opportunities
• Handle and manage real-time queries and escalations in the escalation queue

Team Lead, Customer Resolutions

• Administer a geographically diverse portfolio of non-performing commercial/business-purpose mortgage loans
• Review loan accounting and prepare or verify calculations for legal demands
• Manage inbound borrower and internal-group calls and correspondence
• Review property valuation reports, collateral inspections, and property operating information
• Review commercial loan documents, borrower requirements, and covenants
• Review performing loan reports to identify loans at risk of transfer to special servicing
• Monitor property tax and insurance status for assigned collateral
• Serve as the main point of contact and liaison with external special servicers
• Administer external special servicer requests and instructions for posting and disbursement transactions
• Maintain system data and reports for accuracy and timeliness
• Interact with Company resources across departments, including offshore resources
• Review servicing agreements for responsibilities, authorities, and deadlines
• Administer third-party vendor invoices and reports
• Support Commercial Primary Servicing representatives with borrower outreach, market analysis, and investor inquiries
• Complete required training, compliance, audit, and reporting activities
• Identify operational issues and suggest solutions
• Acknowledge and respond to external special servicer requests within 24 hours
• Provide daily updates on requests outstanding for more than 24 hours
• Process posting instructions within 24 hours and invoices within three days
• Maintain 100% accuracy for accounting calculations
• Complete at least 40 hours of annual Company training

Analyst, Commercial Special Servicing Support

• Provide proactive monitoring and surveillance of assigned assets securing CRE loans
• Serve as the primary contact for borrowers, investors, third parties, and internal business units
• Provide oversight of an assigned commercial real estate loan portfolio
• Facilitate borrower requests and interpret CRE loan documents
• Monitor and enforce loan covenants, including letters of credit, cash management, waterfall allocation, DSCR testing, occupancy triggers, and construction/rehabilitation requirements
• Perform quality control checks of loan boarding against loan documents
• Coach and train Asset Managers on CRE loan document interpretation and complex assets or draws
• Monitor escrow, reserve, insurance, rent rolls, financial statements, property inspections, and performance issues
• Spread and analyze property-level financial statements and create pro formas
• Resolve delinquent payment issues with borrowers and investors
• Calculate amortization tables, interest, default interest, prepayment premiums, yield maintenance, and escrow constants
• Create and monitor investor watchlists and generate investor reports
• Lead client calls and meetings regarding loan performance
• Review borrower loan draws and construction or renovation schedules
• Prepare, collaborate on, and review CREF-C reporting packages
• Complete, review, and approve presentation-level write-ups and recommendations for borrower requests
• Handle assumptions, collateral substitutions, insurance loss processing, insurance non-compliance, maturity extensions, loan modifications, partial collateral releases, and property management changes
• Coordinate with internal departments, update policies and procedures, assist with audits, and prepare presentations
• Act as the escalation point for team, client, and borrower inquiries
• Adhere to investor servicing guidelines and internal policies and procedures

Senior Asset Manager, Commercial Servicing

Associate

• Provide quality collection and property surveillance activities for commercial real estate loans
• Support Portfolio Managers with borrower research requests, covenant monitoring, and delinquency resolution
• Serve as the initial point of contact for incoming calls related to the commercial loan portfolio
• Participate in outgoing call campaigns for delinquency resolution, document collection, and property surveillance
• Contact delinquent borrowers, assist with repayment options, conduct financial interviews, and document delinquency reasons
• Inquire about impacts from FEMA-declared disasters
• Support surveillance activities including tax, insurance, escrow analysis, suspense monitoring, and task management
• Identify and escalate significant property issues to the Portfolio Manager
• Respond to borrower inquiries regarding payments, billing, escrow, reserves, insurance documentation, and taxes
• Review loan documents, servicing records, and account history to determine servicing requirements and resolve issues
• Process routine servicing transactions and account maintenance, including ACH updates, contact changes, and billing statement requests
• Coordinate with internal departments to resolve servicing matters
• Maintain accurate loan information and servicing records in applicable systems
• Monitor receipt of insurance certificates, tax documentation, and borrower correspondence
• Identify operational issues and escalate complex matters to appropriate team members or management
• Work within a phone queue system and proactively complete assignments from daily reports
• Adhere to investor servicing guidelines and internal policies and procedures
• Report to a Team Lead as an individual contributor

Associate, Commercial SBC

• Oversee a team of Asset Managers and Portfolio Managers overseeing Commercial Real Estate loans, including 3–10 direct reports
• Share responsibility for hiring, training, and evaluating team members
• Serve as the primary escalation point for complex Borrower and Investor matters
• Manage relationships with Borrowers, Investors, Master Servicers, and third-party stakeholders
• Partner with Asset Management, Special Servicing, Legal, Compliance, and other internal stakeholders
• Lead and support team training, coaching, oversight, team-building sessions, and meetings
• Monitor workflows, staffing levels, servicing activities, reporting metrics, contractual obligations, and covenant monitoring
• Analyze portfolio trends and servicing metrics to identify risks, opportunities, and operational efficiencies
• Drive process improvement initiatives, strengthen controls, and implement best practices
• Monitor watchlist assets, covenant compliance, maturity exposure, and other risk indicators
• Facilitate and contribute to monthly Watchlist meetings
• Assist with special projects, system enhancements, process implementations, and department initiatives
• Prepare and review management reports, portfolio summaries, and team performance metrics
• Spread and analyze property-level financial statements and train Asset Managers on complex assets
• Interpret servicing agreements, loan documents, cash management structures, Investor guidelines, PSA, TSA, and SSA requirements
• Ensure contractual compliance and accurate client reporting calculations
• Communicate reporting needs to other departments and train business units on servicing-system intricacies
• Develop investor reports, coordinate servicing functions, update policies and procedures, assist with audits and rating agency requests, lead Commercial team trainings, and prepare presentations

Manager, CRE Loan Servicing, Asset Management

• Oversee a team of Asset Managers and Portfolio Managers responsible for Commercial Real Estate loans
• Hire, train, and evaluate team members
• Manage highly escalated items for investors and borrowers
• Serve as the primary contact for inter-company projects, system enhancements, and related matters
• Monitor reports and team performance to identify portfolio risks, employee training opportunities, and investor reporting or asset-management needs
• Work with external clients to resolve escalated items and provide exceptional service
• Monitor client and internal reporting for contractual timing, accuracy, and team-performance compliance
• Monitor staffing levels, create job requisitions, lead team-building sessions, and communicate team issues to the Director
• Conduct ongoing meetings with direct reports regarding engagement, issue resolution, and training
• Review contract terms and ensure compliance across servicing and other Onity business units
• Interpret and teach PSA, TSA, SSA, and Servicing Agreements
• Manage multiple servicing systems, reporting needs, accounting structures, and cash flow
• Develop investor reports with internal business units
• Coordinate servicing functions across internal departments
• Update internal policies and procedures
• Assist with audits and rating-agency requests and presentations
• Lead team trainings and prepare presentations for investors, management, and internal business units
• Perform other duties as assigned

Senior Manager, Commercial SBC

• Oversee 20x5 monitoring and support operations for the RPA platform and automation bots
• Lead and manage L1 monitoring operations across a 20x5 model with rotational shifts
• Supervise real-time monitoring of UiPath Orchestrator, bot schedules, queues, and triggers
• Ensure timely incident triage, RCA, and resolution within defined SLAs
• Act as the primary escalation point for critical incidents and unresolved issues
• Drive adherence to ITIL processes, including incident, problem, and change management
• Oversee job restarts, transaction reprocessing, and production support activities
• Ensure proper documentation of incidents, RCAs, and knowledge articles
• Coordinate with Development, Infrastructure, QA, and Operations teams for issue resolution
• Support code migrations, configuration changes, and CAB activities
• Monitor team performance and shift coverage, ensuring adequate backfill planning
• Drive continuous improvement through automation, SOP refinement, and proactive monitoring
• Provide weekend support for planned maintenance activities