Berkadia Services India Pvt Ltd

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       Integrity is Everything I We Take the Long View I We believe People Matter I We Stand for Excellence I We Love our Jobs I We Innovate

 

 

JOB DETAILS

Department: Client Relations Group

Number of Open Positions - 1

Shift - Night

                                  

 PURPOSE OF THE POSITION

• Responsible for assisting the Client Relations India Team, SRPA Team, and Freddie CME Teams to ensure timely and accurate performance on agreed criteria in compliance with loan documents, Servicing Agreements, and the servicing standards. Ensure timely compliance with all internal, investor and regulatory requirements and delivery of reports to the required parties.
• Responsible for leading, managing and training the team to ensure timely & accurate performance of all department functions.

MAJOR ACCOUNTABILITIES (duties may include but are not limited to)

• Assist in the production / execution of requests received by the team.
• Ensure that the SLAs / TATs for all the activities are being met on a daily basis. If required, perform additional duties to ensure these are met.
• Clarify queries of the team in conjunction with India and US management if necessary and ensure consistency and exceptional quality of work produced by the team.
• Review / QC requests for accuracy in accordance with department Quality Control procedures, investor, rating agency, trustee and statutory requirements and approve as required.
• Provide timely and constructive feedback to team members, mentor associates, take ownership of their learning curve / development and assist supervisors in their assessment.
• Own Quality Control of the group, develop & maintain metrics to measure quality factors and report the same to supervisors and management. Collaborate with other supervisors and seniors to help low performers come up in terms of process knowledge.
• Determine training needs and organize appropriate employee trainings / refresher tests / one-on-one meetings / team meetings, as needed.
• Ensure all departmental policies, procedures, practices, SOPs, process maps, training material, etc. are well documented and maintained on a continuous basis considering revised policies / procedures / updates / systems and present to management for approval.
• Constantly review the current process on every activity, provide process improvement ideas to gain efficiencies, work on those ideas and help implement them in the team.
• Work with other supervisors of the group to ensure a high level of motivation, positive communication, and a professional work environment throughout the department.
• Should be able to handle the escalations that are arising from the team, clients, internal departments, and US counterparts.
• Analyze reports to determine trends and report findings to supervisors.
• Provide relevant information at agreed intervals or when requested by the management.
• Perform other duties, special projects, transitions as assigned by Management and report progress to agreed deadlines.

 

QUALIFICATIONS REQUIRED

• Prior experience of at least one year into similar role is preferred.
• A willingness to learn and a positive attitude are essential.
• Must have a good understanding of US commercial real estate, financing concepts and the terminology used in US real estate finance industry.
• Must be proficient at interpreting loan documents and servicing agreements.
• Must understand the functionality / role of various other internal departments and an ability to co-ordinate with / seek clarifications from them is essential.
• Must demonstrate good understanding of Berkadia’s servicing systems and applications.
• Excellent research skills and ability to take independent calls / judgment is essential.
• A detail-oriented individual with strong analytical skills and a drive to resolve problems.
• Must be proficient in English, in both verbal and written communication.
• Understands the importance of training and supports opportunities for further functional and interpersonal skill development amongst team members.
• Must have the ability to prioritize tasks and understand the importance and urgency of specific requirements.
• Must be able to think outside-the-box in researching problems and provide workable solutions.
• Must be highly proficient in using Microsoft Excel, Word, and PowerPoint.
• Must be willing to handle outbound and inbound calls to and from internal / external customers.
• Ability to work independently and in a team environment.

 ORGANIZATIONAL SKILLS

• Exhibits a sense of urgency in managing responsibilities.
• Exhibits solid time management skills and works to exceed all deadlines.
• Displays ability to follow up on all outstanding issues.
• Demonstrates the ability to manage multiple tasks under pressure.
• Excels in managing customer expectations with consistent results.
• Exhibits strong project management skills.
• Consistently sets goals for themselves and effectively manages the responsibilities of their staff.

INTERPERSONAL SKILLS

• Demonstrates flexibility in dealing with changing circumstances and requirements.
• Exhibits appropriate level of diplomacy and tact in dealing with challenging situations.
• Communicate effectively across the organization and to customers.
• Maintains consistent behaviors, both in interaction with others and in the performance of key responsibilities.
• Demonstrates the ability to communicate difficult situations to the appropriate parties and to provide thoughtful solutions to remedy the condition.

CONDITIONS OF WORK

• This position is in Night Shift, however, working additional hours/days is required, as necessary, to meet internal and external deadlines and fulfill the job responsibilities.
• Should be able to match the requirements of the process in terms of being available and be flexible to come early if required.
• Though limited, ability and willingness to travel in India and internationally when necessary is required.

While this job description is intended to be an accurate reflection of the job requirements, management reserves the right to modify, add, or remove duties from particular jobs and to assign other duties as necessary.

 

DISCLAIMER: 

While this job description is intended to be an accurate reflection of the job requirements, management reserves the right to modify as necessary. 

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Last updated on Aug 22, 2024