Senior Mortgage Servicing Specialist - Hybrid Role

Manulife; Quezon City; Hybride; PHP 900 000 - 1 300 000; Plein temps

Résumé du poste

Manulife Philippines in Quezon City is seeking a Senior Specialist for Mortgage Servicing to oversee tax, escrow, and insurance administration for a commercial mortgage portfolio. You will monitor servicing activities performed by Genpact, ensure compliance, and provide guidance to resolve complex issues while maintaining accurate records and generating risk reports.

The role requires strong data analysis, proficiency in loan servicing systems and Microsoft Office, and collaboration with

Qualifications

• Understanding of commercial mortgage servicing, including 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.
• Experience using loan servicing or business-critical systems and Microsoft Office applications.
• Intermediate to advanced Microsoft Excel skills and the ability to maintain data integrity across multiple systems.
• Ability to analyze servicing data, monitor due dates and exceptions, and interpret operational reports.
• Digital fluency and willingness to use technology to improve accuracy, efficiency, and decision-making.
• Strong analytical, investigative, and critical-thinking skills with close attention to detail.
• Ability to identify root causes, evaluate risk, and develop practical solutions to servicing discrepancies and exceptions.
• Strong written and verbal communication skills in English.
• Ability to collaborate effectively with borrowers, correspondents, brokers, vendors, and internal teams while managing service issues and expectations.
• Strong customer service orientation and ability to communicate requirements and resolution steps clearly.
• Bachelor's degree in Business Administration, Accounting, Finance, Economics, Mathematics, or a related field, or an equivalent combination of education and relevant experience.
• At least five years of relevant experience in mortgage servicing, real estate finance, credit analysis, lending operations, or financial services.

Responsabilités

• 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.

Connaissances

Mortgage servicing

Escrow management

Property tax

Insurance administration

Data analysis

Excel

Microsoft Office

Communication skills

English proficiency

Formation

Bachelor's degree

Outils

Microsoft Excel

Loan servicing systems

Description du poste

Manulife Philippines in Quezon City is seeking a Senior Specialist for Mortgage Servicing to oversee tax, escrow, and insurance administration for a commercial mortgage portfolio. You will monitor servicing activities performed by Genpact, ensure compliance, and provide guidance to resolve complex issues while maintaining accurate records and generating risk reports.

The role requires strong data analysis, proficiency in loan servicing systems and Microsoft Office, and collaboration with