Senior Specialist, Mortgage Servicing

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

The Mortgage Servicing team manages commercial mortgage loans throughout the investment lifecycle. Acting as the primary liaison among borrowers, correspondents, lenders, investors, and business partners, the team ensures compliance with loan and servicing requirements and monitors collateral-related obligations.

The Senior Specialist for Mortgage Servicing is accountable for the accurate and timely administration of property tax, escrow, and insurance activities for an assigned commercial mortgage portfolio. The role also provides oversight of servicing activities performed by Genpact, monitoring service quality, timeliness, compliance with established requirements, and the resolution or escalation of issues and exceptions. The position helps protect mortgage investments by ensuring required payments are completed, coverage remains compliant, and servicing records and reports are complete and reliable.

Position 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.

Individual Accountabilities

• Complete assigned tax, insurance, escrow, and servicing activities accurately and within required timelines.
• Maintain complete and accurate servicing records, supporting documents, and reports.
• Identify and promptly upscale tax delinquency, insurance deficiencies, funding shortages, data issues, and other material servicing risks.
• Manage assigned inquiries and exceptions through resolution while meeting quality and service standards.
• Managing high volumes of tax due dates, insurance renewals, and escrow requirements with strict deadlines and varying external response times.
• Investigating incomplete, inconsistent, or inaccurate information across loan documents, borrower submissions, taxing authority records, and servicing systems.
• Resolving borrower non-compliance, expiring coverage, tax arrears, and funding shortages that may create financial, collateral, operational, or compliance risk.
• Balancing competing priorities, urgent escalations, and changing business requirements while maintaining accuracy and service quality.
• Adapting to process migrations, system changes, and new servicing requirements with support from peers, subject matter experts, and the team leader as appropriate.

Key Shared Accountabilities

• Partner with Mortgage Servicing teams, borrowers, correspondents, brokers, and internal stakeholders to resolve servicing issues and protect the mortgage investment.
• Contribute to peer reviews, audit readiness, cross-training, workload balancing, business continuity, and consistent team service delivery.
• Lead process transitions, system enhancements, documentation updates, and continuous improvement initiatives.
• Supports an assigned North American commercial mortgage portfolio throughout the loan servicing life cycle.
• Serves as an operational point of contact for borrowers, correspondents, brokers, servicing partners, and internal stakeholders.
• Processes and monitors recurring tax, insurance, escrow, and reporting activities that directly support collateral protection and risk mitigation.
• Quantitative dimensions, including portfolio value, number of loans, annual transaction volume, and number of customers supported: To be confirmed by the business.

Required 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