Job Description

HOW YOU ADD VALUE
•    Preparing multiple reports across funds focusing on debt metrics
•    Daily maintenance of Chatham debt database
•    Preparing lender reporting and submitting to loan servicers
•    Understanding loan agreements and applying terms to reporting requests
•    Review fund reporting metrics and play a key role in understanding process and performance across all asset classes
•    General Debt Management including Loan onboarding, Compliance certificate filing, Preparation of Loan reporting to monitor & share different aspects & cadence with stakeholders, including but not limited to Interest, amortization, Guarantees, compliances etc.
•    Overseeing reserves & commitments, following up with departments to get relevant documents for release of reserves to increase cash inflow.
•    Liaise with different departments & stakeholders to get multiple data inputs & information for preparing monitoring & compliance reporting of loan related data 

WHAT YOU BRING TO THE ROLE
Required: 
•    Master’s degree in business, Finance, or related area
•    Microsoft Office proficiency
•    Solid understanding of Accounting, Finance, and Business principles
•    Excellent verbal and written communication skills
•    Strong quantitative and spreadsheet skills
•    Detail-oriented and self-motivated
•    Strong technological, analytical, and problem-solving skills with superior attention to detail 
•    Sound judgment in dealing with lender relations and in evaluating when to appropriately escalate issues
•    Strong written and verbal communication skills  
•    Detail-oriented, self-starter, team player, and have ability to handle multiple projects at once

Preferred:
•    Commercial, Hotel, Retail, Industrial or Multifamily real estate experience
•    We would like at least 2-3 years’ experience with knowledge of lender reporting on commercial real estate loans. 

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Do

• Support process by managing transactions as per required quality standards

  • Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
  • Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
  • Update own availability in the RAVE system to ensure productivity of the process
  • Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
  • Follow standard processes and procedures to resolve all client queries
  • Resolve client queries as per the SLA’s defined in the contract 
  • Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
  • Identify and learn appropriate product details to facilitate better client interaction and troubleshooting 
  • Document and analyze call logs to spot most occurring trends to prevent future problems
  • Maintain and update self-help documents for customers to speed up resolution time
  • Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
  • Ensure all product information and disclosures are given to clients before and after the call/email requests
  • Avoids legal challenges by complying with service agreements

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• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries

  • Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
  • Assist clients with navigating around product menus and facilitate better understanding of product features 
  • Troubleshoot all client queries in a user-friendly, courteous and professional manner
  • Maintain logs and records of all customer queries as per the standard procedures and guidelines
  • Accurately process and record all incoming call and email using the designated tracking software
  • Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
  • Organize ideas and effectively communicate oral messages appropriate to listeners and situations
  • Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

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• Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client

  • Undertake product trainings to stay current with product features, changes and updates
  • Enroll in product specific and any other trainings per client requirements/recommendations
  • Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
  • Update job knowledge by participating in self learning opportunities and maintaining personal networks

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Deliver