Senior Mortgage Servicing Lead: Tax, Escrow & Insurance

Manulife/John Hancock

Manila

Hybrid

PHP 420,000 - 700,000

Full time

3 days ago

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Job summary

Manulife/John Hancock in Manila is seeking a Senior Specialist for Mortgage Servicing to administer property tax, escrow and insurance for a commercial loan portfolio, ensuring accuracy, timeliness and compliance with loan documents and service-level agreements. You will coordinate with borrowers, brokers and servicers and provide subject-matter expertise on complex servicing issues.

This role includes oversight of Genpact activities, generation of risk reports, audits support, and ongoing

Qualifications

Understanding commercial mortgage servicing, including property tax, escrow, insurance, and loan administration processes.
Experience handling operational exceptions, inquiries, and escalations in a deadline-driven financial services environment.
Understanding of servicing controls, documentation standards, operational risk, and compliance requirements.
Ability to identify, document, elevate, and support mitigation of servicing exceptions and potential financial exposure.

Responsibilities

Administer property tax, escrow, and insurance activities for commercial mortgage loans in accordance with loan documents, servicing agreements, established procedures, and service-level timelines.
Collect, review, and validate tax bills, insurance certificates, policies, invoices, and related supporting documents from borrowers, brokers, correspondents, servicing agents, and taxing authorities.
Process tax and insurance disbursements, reserve payments, invoices, and escrow analyses; assess shortages or changes and communicate updated payment requirements to the appropriate parties.
Monitor upcoming tax due dates, insurance expirations, arrears, non-compliance, and other exceptions; investigate discrepancies and coordinate timely resolution or escalation.
Serve as the primary point of escalation for Genpact and provide subject-matter expertise and guidance to resolve complex servicing issues, exceptions, and process-related concerns.
Maintain accurate loan and collateral records in servicing systems and generate operational reports covering escrowed and non-escrowed loans, analyses due, past-due items, expirations, and other risk indicators.
Perform peer quality assurance reviews and support audits, inquiries, system upgrades, user acceptance testing, process migrations, documentation, training, and efficiency improvement initiatives.