Associate, Commercial SBC

About the role

The Associate Portfolio Manager, 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.

Responsibilities

• Serve as the initial point of contact for all incoming calls related to the commercial loan portfolio.
• Participate in outgoing call campaigns to borrowers for delinquency resolution, document collection, and property surveillance.
• Maintain professionalism during all interactions.
• Perform daily customer service activities, including contacting delinquent borrowers to discuss repayment options, conducting financial interviews, documenting reasons for delinquency, and inquiring about FEMA‑declared disaster impacts.
• Support the Portfolio Manager in clearing surveillance‑related activities such as 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.
• Perform other duties as assigned.

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.
• Must pass the Company's background screening process prior to beginning employment.
• May be required