Payoff and Satisfactions Analyst

Are you looking for an opportunity to bring your unique skills and experiences to a leading commercial loan servicer?

The Payoff and Satisfaction Analyst will manage the end-to-end process for loan payoffs and mortgage release satisfactions. This role is responsible for accurate loan payoff calculations, preparing and processing of release documents, detailed document research, and ensuring strict compliance with county, state, investor, and company requirements. The Payoff and Satisfaction Analyst acts as a key liaison among borrowers, lenders, investors, and legal teams, ensuring all payoff and release processes are completed efficiently and with a focus on quality and client satisfaction.

Join Berkadia's loan servicing platform and learn from the best of the best at the largest U.S. non-bank commercial mortgage servicer in the industry. We provide the personal and professional development opportunities you need to impact the commercial real estate industry, build a career that takes the long view, and reach your full potential. Be Your Best Self. Be Berkadia.

We are committed to growing your career, so in this role you will:

Responsibilities:

• Perform loan payoff calculations in accordance with loan documents, investor directives, and internal guidelines.
• Interpret complex loan documents (ie. Security Agreements, Promissory Notes, Deeds of Trust, Mortgages, Pooling and Servicing Agreements) to ensure the prepayment periods and yield maintenance calculations are mathematically accurate and compliant with the related loan document(s).
• Prepare and distribute monthly loan maturity letters and other required communications.
• Review, prepare, and process mortgage release documents for signature and notarization, ensuring regulatory compliance.
• Research, gather, and verify documents required for release transactions, resolving discrepancies related to document rejection or chain of title issues.
• Coordinate communications and document transmission with all relevant internal and external stakeholders.
• Prepare and distribute notifications, reports, and compliance documents as required.
• Perform quality control reviews of work performed by operations staff in India, ensuring consistency and accuracy.
• Maintain organized records in the servicing system and SharePoint for tracking and retention.
• Serve as the primary contact for external parties, providing clear and professional responses regarding payoff and release status.
• Monitor client feedback, coordinate with relevant departments to resolve issues, and maintain detailed records of all client interactions and feedback. Capture and report client feedback, and actively contribute to initiatives aimed at enhancing client satisfaction and service delivery.
• Train and support team members with processes and best practices for client interactions and satisfaction.
• Contribute to administrative projects and continuous process improvement as assigned.

We are passionate about your growth, so to achieve success in this role you should have: 

Qualifications:

• Strong ability to interpret legal and financial documentation (ie. Pooling and Service Agreements, Security Agreements, Promissory Notes, Deed of Trusts, Mortgages, and Mortgage Assignments), and perform accurate, timely mathematical calculations.  
• Advanced proficiency in Microsoft Office Suite (Outlook, Word, Excel) and SharePoint and Adobe Pro.
• Excellent organizational and multitasking abilities; able to manage competing priorities in a fast-paced environment.
• Outstanding written and verbal communication skills, with the ability to clearly explain complex calculations and processes.
• Exceptional accuracy and attention to detail.
• Self-motivated and proactive in identifying solutions and process improvements.
• Effective at managing expectations and providing timely updates on tasks and potential delays.
• Comfortable collaborating across teams, with clients, and at all organization levels.
• Bachelor’s degree or equivalent
• Three to five years prior experience in a similar position.

We believe People Matter, so we offer benefits that go beyond:

• Monthly paid volunteer hours and donation matching to benefit our communities 
• Employee Resource Groups that help you grow with us
• Fertility and family planning services  
• Up to 12-weeks of fully paid parental leave   
• Mental health care, including free counseling sessions:  
• We'll help you fund your learning journey with generous tuition reimbursement 
• Pet insurance discounts 
• And more! 

Be Your Best Self. Be Berkadia. 

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