Senior Analyst, Commercial Servicing

Onity Mortgage Corporation – Philippine Branch; Pasay; Hybrid; PHP 500,000 - 800,000; Full time

Job summary

Onity Mortgage Corporation – Philippine Branch is seeking a Senior Analyst, Commercial Servicing to deliver quality collection and property surveillance for commercial real estate loans. You will support Portfolio Managers, coordinate borrower research requests, covenant monitoring, and delinquency resolution while maintaining a high level of professionalism in a hybrid work environment.

The role requires 2+ years in mortgage servicing, strong communication skills, and proficiency in Word,

Qualifications

• 2+ years in the mortgage industry or a similar field
• Experience in a high-volume call center or customer-facing role
• Proficient in MS Office and data processing tools
• Ability to perform complex calculations using calculators and systems
• Strong verbal, written, and listening communication skills
• High attention to detail and ability to work independently

Responsibilities

• Serve as the first point of contact for the commercial loan portfolio
• Participate in outbound campaigns for delinquency resolution, document collection, and surveillance
• Conduct daily customer service activities including contacting delinquent borrowers and outlining repayment options
• Maintain call center performance metrics such as schedule adherence and attendance
• Support Portfolio Manager with surveillance tasks including tax, insurance, and escrow analysis
• Identify significant property issues and elevate to the Portfolio Manager
• Respond to borrower inquiries with professionalism and accuracy
• Process routine servicing transactions (ACH updates, contact changes, billing requests)

Skills

Customer service

Communication

Problem solving

Attention to detail

Education

College degree preferred

Tools

Word

Excel

Outlook

CoPilot

Job description

About the role

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.

Key responsibilities:

• 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
• Perform daily customer service activities including 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
• 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 elevate 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

About you:

• 2+ years of experience in the mortgage industry required
• 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

• Ability to perform complex calculations using calculators and systems
• Ability to reason and exercise sound judgment
• 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
• High attention to detail
• Self-motivated and works independently

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.