Senior Analyst, Commercial SBC

2 weeks ago

Pagadian, Zamboanga Peninsula, Philippines Ocwen Financial Full time

JOB FUNCTIONS AND RESPONSIBILITIES

The Commercial Portfolio Associate will provide quality collection and property surveillance activities for commercial real estate loans. This role supports a team of Portfolio Managers who serve as the primary contact for borrower research requests and collection efforts. The position requires the ability to perform customer relationship functions, review loan documents, ensure compliance, conduct quality control, and resolve a wide spectrum of borrower-related inquiries related to commercial loan servicing.

  • Assist the Portfolio Manager in monitoring all delinquent commercial loans and pursuing actions to resolve delinquencies.
  • Perform daily customer service activities, including handling outbound calls with borrowers and third-party representatives, in English and Spanish.

Perform collection and servicing activities, including customer service and collection calls.

  • Handle inbound calls in a call queue, maintaining service levels and call center performance metrics such as Schedule Adherence, Attendance, and Availability.
  • Support the Portfolio Manager in surveillance-related activities, including tax, insurance, escrow analysis, and suspense management.

Manage tasks such as obtaining documentation for borrower requests (assumptions, easements, partial releases) and submitting these to the Portfolio Manager for review and approval.

  • Identify and escalate significant property issues to the Portfolio Manager.
  • Assist in analyzing property operating statements and rent rolls as part of Watchlist monitoring and collateral review.
  • Coordinate with internal departments for portfolio management.
  • Perform other duties as assigned.

EDUCATION / EXPERIENCE

  • Minimum of 2 years of experience in the mortgage industry required.
  • Demonstrates a positive attitude, contributes to team morale, and is eager to learn new skills.
  • Ability to work independently and be self-motivated.
  • College degree preferred.
  • Open to college undergraduates with at least 6 months of Business Process Outsourcing (BPO) experience, preferably in collections.

WORK SCHEDULE OR TRAVEL REQUIREMENTS

  • Call center hours are Monday – Friday, 8:00am – 9:00pm local time. Shifts will fall within these hours. A stable internet connection is required for a hybrid work-from-home model. On-site work may be required based on business needs.
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