Associate, Commercial SBC

This is a fully remote position, open to applicants in Florida.

📋 Description

• Conduct high-quality collection and property surveillance activities for commercial real estate loans.

• Assist Portfolio Managers with borrower research inquiries, monitoring covenants, and resolving delinquencies.

• Act as the primary point of contact for incoming calls related to the commercial loan portfolio.

• Engage in outgoing call campaigns for delinquency resolution, document retrieval, and property surveillance.

• Reach out to delinquent customers, provide assistance with repayment options, conduct financial interviews, and document reasons for payment delinquencies.

• Inquire about the impacts of FEMA-declared disasters.

• Support surveillance activities that include tax, insurance, escrow analysis, suspense monitoring, and task management.

• Identify and escalate significant property issues and complex servicing challenges.

• Address borrower inquiries regarding payments, billing, escrow, reserves, insurance documentation, and taxes.

• Review loan documents, servicing records, and account history to identify servicing requirements.

• Process routine servicing transactions, such as ACH updates, changes in borrower contact details, billing statement requests, and account maintenance.

• Collaborate with internal departments to resolve servicing issues.

• Maintain precise loan information and servicing records within servicing systems.

• Monitor the receipt of insurance certificates, tax documentation, and borrower correspondence.

• Operate within a phone queue system and proactively complete tasks from daily reports.

• Comply with investor servicing guidelines and internal policies and procedures.

• Report to a Team Lead as an individual contributor.

⛳️ Requirements

• A college degree is preferred.

• Experience in a call center or other high-volume customer-facing roles.

• Proficient in Word, Excel, Outlook, CoPilot, and other information processing software.

• Bilingual skills in English and Spanish are considered advantageous.

• Strong attention to detail.

• Capability to manage large volumes of data effectively.

• Quick adaptability to various requests from multiple sources.

• Ability to prioritize multiple, simultaneous incoming requests.

• Proficient in performing complex calculations using calculators and systems.

• Ability to reason and exercise sound judgment.

• Ability to manage sensitive and confidential information appropriately.

• Excellent verbal, written, and listening communication skills.

• Must successfully complete the Company’s Background Screening process prior to starting employment.

• May need to pass client-specific background checks or meet Federal/State licensing requirements, if applicable.

🏝️ Benefits

• Quarterly bonuses based on performance.

• Comprehensive medical, dental, and vision coverage.

• Up to a 3% match on 401(k) contributions.

• Generous paid time off.

• Company-sponsored life, accident, and disability coverage.

• Programs promoting mental, physical, and financial wellness.

• Commitment to equal employment opportunity and accommodation support.