Sr. Manager, Commercial Contact Center
About The Position
The Senior Manager, Commercial Contact Center leads strategy, operations, and optimization for a portfolio of ~50,000 DSCR and Business Purpose loans. This role oversees borrower communication across voice and digital channels, including phone, SMS, and email, while driving future omnichannel capabilities. Serving as the central leader for borrower engagement, advisor performance, customer experience, and workflow efficiency, the position partners closely with senior servicing leadership to deliver a high-touch, relationship-focused model aligned with investor and operational goals. The ideal candidate brings expertise in commercial servicing or contact centers, with a track record of building high-performing teams, scaling processes, leveraging technology, and advancing data-driven customer engagement.
Requirements
- Bachelor’s degree in Business, Finance, Communications, Operations, or related field preferred.
- 7+ years of experience in commercial mortgage servicing, business purpose lending (BPL), DSCR servicing, commercial collections, and/or commercial contact center operations.
- 5+ years of leadership experience managing large servicing/contact center teams.
- Strong understanding of commercial and/or DSCR loan servicing operations, borrower communication workflows, delinquency management, and customer experience strategy.
- Experience managing omnichannel communication environments including voice, email, SMS, and CRM-based borrower engagement.
- Proven ability to analyze operational metrics and implement process improvements that drive measurable performance gains.
- Strong leadership, coaching, organizational, and communication skills.
- Experience working within pod-based or relationship-management servicing structures preferred.
- Advanced experience with servicing systems, CRM platforms, dialer technologies, reporting tools, and workflow automation preferred.
- Ability to thrive in a fast-paced, high-growth servicing environment while balancing strategic initiatives and operational execution.
Nice To Haves
- Experience within DSCR, RTL, bridge, mezzanine, or other commercial real estate lending environments.
- Familiarity with investor reporting requirements and private credit servicing models.
- Experience building or scaling commercial servicing/contact center operations.
- Background in servicing technology optimization, digital communication strategies, or workflow automation initiatives.
- Experience supporting institutional investor portfolios and complex borrower structures.
Responsibilities
- Lead daily operations for a 50,000-loan DSCR/BPL Commercial Contact Center
- Set and execute multichannel borrower communication strategy (phone, SMS, email, digital)
- Partner with senior servicing leadership to enhance borrower experience and delivery model
- Drive operational excellence in engagement, response times, escalations, and service quality
- Build scalable, pod-based teams aligned to investors, products, and servicing strategies
- Ensure compliance with investor requirements, regulations, and SLAs
- Manage, coach, and develop Loan Advisors, supervisors, and servicing teams
- Establish performance standards, training programs, and career development pathways
- Foster a high-performance, accountability-driven culture
- Own borrower communication lifecycle, including messaging, scripting, and outreach strategies
- Leverage customer feedback and data to improve satisfaction and servicing outcomes
- Analyze KPIs and lead process, technology, and automation improvements to optimize performance
Benefits
- Paid Time Off (PTO)
- Medical, Dental &Vision
- Employee Assistance Program
- Flexible Spending Account
- Health Savings Account
- Paid Holidays
- Company paid Life Insurance
- Matching 401(k) Plan
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What This Job Offers
Job Type
Full-time
Career Level
Manager
