Customer Service Specialist
About The Position
The Customer Service Specialist works within the Silverhill Capital, Commercial Servicing & Asset Management Department and will be responsible for delivering exceptional customer service and early-stage collections support to commercial borrowers. This role manages a portfolio of performing commercial loans, serves as a primary point of contact for borrower inquiries and provides high-level assistance across all aspects of commercial mortgage servicing. In addition to portfolio management, the Customer Service Specialist will proactively engage borrowers who may be experiencing early-stage delinquencies, ensuring they remain informed, supported and compliant with their loan obligations. The overarching objective of this role is to foster strong borrower relationships while ensure timely communication, engagement and resolution of commercial mortgage needs. While the specialist is assigned a specific portfolio, the position operates within a collaborative, team-oriented environment to consistently meet and exceed client and organizational objectives.
Requirements
- Customer service and/or collection experience with an emphasis on strong interpersonal, negotiation and communication skills
- Proficient with Microsoft Suite (Word, Excel, etc.)
- Ability to be dynamic, flexible and multitask in fast paced environment due to ever-changing regulatory, compliance and business rule changes.
- Self-driven, autonomous worker who can achieve performance metrics, while providing a positive and engaging interaction within each borrower, to the best of their ability.
- Will need to work on multiple servicing and collection platforms including CSAM and Servicing Director.
- Ability to maintain a secure, private and dedicated remote workspace to protect confidential customer information.
- If internet is shared, work-related connectivity must be prioritized; a dedicated connection is preferred (i.e. Ethernet connection).
Responsibilities
- Deliver exceptional customer service through inbound and outbound borrower communications, as required.
- Conduct high-volume outbound collections calls to obtain payments and/or hardship information while effectively managing inbound call volume.
- Assist borrowers in resolving early-stage mortgage delinquencies in compliance with investor, company, and regulatory guidelines.
- Review loan accounts and recommend approval of real estate tax payments, escrow surplus releases, or escrow analyses, as appropriate.
- Collect and review annual property and borrower financial statements in accordance with loan agreements and investor requirements.
- Establish payment arrangements, process payoff requests, and work proactively to achieve individual and departmental performance goals.
- Professionally manage escalated borrower concerns by researching loan documentation, correspondence, and related matters in alignment with industry best practices.
- Respond promptly and accurately to borrower inquiries regarding loan history, tax and insurance matters, escrow accounts, year-end 1098/1099 reporting, website support, servicing transfers, and other loan-related topics.
- Consistently meet or exceed monthly performance metrics and production goals.
- Perform additional duties as assigned.
Benefits
- Monthly performance-based incentive opportunities are available based on achievement of set metric goals.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
