Senior Analyst, Commercial Servicing
Onity · Manila
Position Summary:
The Senior Analyst, Commercial Servicing will provide quality collection and property surveillance activities for commercial real estate loans. This role will support a team of Portfolio Managers that serve as the primary contact for Borrower research requests, covenant monitoring, and delinquency resolution. This position requires the ability to perform customer service functions, a basic understanding of loan documents, compliance, quality control, and resolve a wide spectrum of borrower and investor inquiries related to commercial loan servicing. This is an individual contributor role that reports to a Team Lead. The Associate Portfolio Manager, Commercial Servicing must be comfortable working within a phone queue system while proactively working assignments from daily reports in order to ensure timely and appropriate outreach to Borrowers. This is a customer-facing position, and all interactions must be handled with a high degree of professionalism, courteous customer service, and promptness. Agents in this role are required to adhere to investor servicing guidelines and internal policies and procedures.
- Customer Service:
- Initial point of contact for all incoming calls related to the commercial loan portfolio.
- Participate in outgoing call campaigns to Borrowers related to delinquency resolution, document collection, and property surveillance.
- Maintain professionalism during all interactions.
- Perform daily customer service activities including but not limited to: contacting customers who are delinquent with their loan payments and assist with repayment options, complete financial interviews with customers, and document the reason for payment delinquency, inquire about FEMA declared disaster impact, etc.
- Maintain service levels and call center performance metrics – Schedule Adherence and Attendance/Availability
- Support Portfolio Manager in clearance of surveillance related activities to include: Tax, Insurance, Escrow Analysis, Suspense Monitoring, and Task Management
- Identify and escalate significant property issues to the Portfolio Manager
- Provide exceptional customer service by responding to Borrower inquiries in a timely, professional, and accurate manner
- Research and resolve servicing related issues including payment inquiries, billing questions, escrow matters, reserve requests, insurance documentation, and tax-related concerns
- Review loan documents, servicing records, and account history to determine servicing requirements and support issue resolution
- Process routine servicing transactions, including ACH updates, Borrower contact changes, billing statement requests, and other account maintenance activities
- Coordinate with internal departments to support timely resolution
- Maintain accurate loan information and servicing records within applicable servicing systems
- Monitor and track receipt of required servicing documentation, including insurance certificates, tax documentation, and borrower correspondence
- Identify operational issues and escalate complex servicing matters to appropriate team members or management
- Other duties as assigned
- Other Responsibilities and Requirements:
- Ability to handle large volumes of data effectively.
- Adapt quickly to various requests from multiple sources.
- Prioritize multiple, simultaneous incoming requests.
- Coordinate with internal departments for servicing functions as required.
- Provide feedback regarding internal policies and procedures as required.
- Other duties as assigned.
Qualifications/ EDUCATION / EXPERIENCE
- 2+ years of experience in the mortgage industry required
- Demonstrates positive attitude, adds to a positive team morale, and is eager to take on and learn new things
- High attention to detail
- College degree preferred
- Experience working in a call center or other high volume customer facing position
- Knowledgeable in Word, Excel, Outlook, CoPilot, and other information processing programs
- Bilingual (English and Spanish) is considered a plus
- Self-motivated and works independently
- Ability to perform complex calculations using calculators and systems is required
- Ability to reason and exercise sound judgment
- Ability to handle sensitive and confidential information appropriately
Outstanding communications skills (including verbal, written and listening skills), with an emphasis on strong customer service, professional relationship building skills, conflict resolution, and having difficult conversations
Open to College undergraduates with 6 months Business Process Outsourcing (BPO) experience preferable in collections department
WORK SCHEDULE OR TRAVEL REQUIREMENTS
Shifts and Schedules: Our call center hours of operation are Monday – Friday 8:00am – 9:00pm EST, shifts will fall into those timeframes. Stable Internet connection is required – Hybrid work from home model. May be required to work in the office according to business needs.