Associate, Commercial SBC

Onity•West Palm Beach, FL

3d•$50,000 - $66,000

About The Position

The Associate Portfolio Manager, Commercial Servicing provides collection and property surveillance support for commercial real estate loans. The role supports Portfolio Managers who serve as primary contacts for borrower research requests, covenant monitoring, and delinquency resolution. It performs customer service functions and applies a basic understanding of loan documents, compliance, and quality control to resolve borrower and investor inquiries related to commercial loan servicing. This is an individual-contributor, customer-facing role that reports to a Team Lead. The associate works in a phone queue while also handling assignments from daily reports to ensure timely borrower outreach. Interactions must be professional, courteous, and prompt, and the role must follow investor servicing guidelines and internal policies and procedures. Onity Group Inc. is a non-bank financial services company providing mortgage servicing and origination solutions through its subsidiary, Onity Mortgage. The company emphasizes customer service, trust, reliability, integrity, inclusion, and equal employment opportunity.

Requirements

High attention to detail.
Experience working in a call center or another high-volume, customer-facing position.
Knowledge of Word, Excel, Outlook, CoPilot, and other information-processing programs.
Self-motivation and ability to work independently.
Ability to perform complex calculations using calculators and systems.
Ability to reason and exercise sound judgment.
Ability to handle sensitive and confidential information appropriately.
Strong verbal, written, and listening skills, with emphasis on customer service, professional relationship building, conflict resolution, and handling difficult conversations.
Positive attitude, contribution to team morale, and eagerness to learn and take on new tasks.
Must pass the Company's background screening before beginning employment; client-specific background checks or federal/state licensing requirements may also apply if applicable.

Nice To Haves

College degree preferred.
Bilingual English and Spanish is considered a plus.

Responsibilities

Serve as the initial point of contact for incoming calls related to the commercial loan portfolio.
Participate in outgoing borrower call campaigns related to delinquency resolution, document collection, and property surveillance.
Contact customers with delinquent loan payments, assist with repayment options, conduct financial interviews, document reasons for delinquency, and ask about impacts from FEMA-declared disasters.
Support Portfolio Managers with surveillance activities, including tax, insurance, escrow analysis, suspense monitoring, and task management.
Identify and escalate significant property issues to the Portfolio Manager.
Respond to borrower inquiries accurately, professionally, and promptly.
Research and resolve servicing issues involving payments, billing, escrow, reserves, 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 account maintenance.
Coordinate with internal departments to support timely resolution and servicing functions.
Maintain accurate loan information and servicing records in applicable servicing systems.
Monitor and track required servicing documentation, including insurance certificates, tax documentation, and borrower correspondence.
Identify operational issues and escalate complex servicing matters to appropriate team members or management.
Handle large volumes of data, adapt to requests from multiple sources, and prioritize simultaneous incoming requests.
Provide feedback regarding internal policies and procedures as required.
Perform other duties as assigned.