Associate, Commercial SBC

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

📋 Description

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

• Assist Portfolio Managers with research requests from borrowers, 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 aimed at resolving delinquencies, collecting documents, and conducting property surveillance.

• Reach out to delinquent borrowers, provide assistance with repayment options, carry out financial interviews, and document reasons for delinquency.

• Inquire about the impacts of FEMA-declared disasters.

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

• Identify and escalate significant property issues to the Portfolio Manager.

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

• Review loan documents, servicing records, and account histories to establish servicing requirements and resolve issues.

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

• Collaborate with internal departments to resolve servicing issues.

• Ensure accurate loan information and servicing records are maintained in relevant systems.

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

• Identify operational issues and escalate complex matters to the appropriate team members or management.

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

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

• Report to a Team Lead while functioning as an individual contributor.

⛳️ Requirements

• A college degree is preferred.

• Experience in a call center or another high-volume, customer-facing role is desired.

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

• Capability to perform complex calculations using calculators and various systems.

• Sound reasoning and judgment skills are essential.

• Ability to manage sensitive and confidential information with discretion.

• Exceptional verbal, written, and listening communication abilities.

• Strong customer service skills, along with professional relationship-building and conflict-resolution capabilities.

• Self-motivated with the ability to work independently.

• Proficient in effectively managing large volumes of data.

• Ability to prioritize multiple simultaneous incoming requests.

• Must successfully pass the Company's background screening process prior to employment.

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

• Bilingual proficiency in English and Spanish is a plus.

🏝️ Benefits

• Eligibility for quarterly performance-based bonuses.

• Comprehensive medical, dental, and vision coverage.

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

• Generous paid time off policy.

• Company-funded life, accident, and disability insurance coverage.

• Access to mental, physical, and financial wellness programs.

• Accommodations for disability or special needs are available.