Senior Mortgage Servicing Specialist (Escrow & Tax)

Manulife John Hancock; Quezon City; On-site; PHP 500,000 - 900,000; Full time

Job summary

Manulife John Hancock is seeking a Senior Specialist in Mortgage Servicing to administer property tax, escrow, and insurance for a commercial loan portfolio, including oversight of Genpact-led servicing activities. The role emphasizes accuracy, timeliness, and strict adherence to service-level timelines.

Responsibilities include reviewing tax bills, processing disbursements, monitoring due dates, and escalating complex issues while maintaining robust servicing records and reporting.

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 continuing process improvements.

Responsibilities

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

Skills

Mortgage servicing knowledge

Operational excellence

Attention to detail

Risk awareness

Tools

Loan systems

Job description

Manulife John Hancock is seeking a Senior Specialist in Mortgage Servicing to administer property tax, escrow, and insurance for a commercial loan portfolio, including oversight of Genpact-led servicing activities. The role emphasizes accuracy, timeliness, and strict adherence to service-level timelines.

Responsibilities include reviewing tax bills, processing disbursements, monitoring due dates, and escalating complex issues while maintaining robust servicing records and reporting.