Customer Service Specialist

Customer Service Specialist

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 inquires 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.

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.

Skills & Abilities:

• 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).

Education:

• Highschool Diploma or GED Required

Location and Expectations:

• This role will be in either Fort Lauderdale or Coral Gables, FL office in a hybrid setting.
• This is a full-time opportunity, and the hours will be Monday - Friday (9 - 6p ET) but may be subject to vary based on business needs.
• Monthly performance-based incentive opportunities are available based on achievement of set metric goals.

Physical Demands and Work Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and use hands to handle, touch or feel objects, tools, or controls. The employee frequently is required to talk and hear. The noise level in the work environment is usually moderate. The employee is occasionally required to stand; walk; reach with hands and arms. The employee is rarely required to stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus.

EEOC:

Bayview is an Equal Employment Opportunity employer. All aspects of consideration for employment and employment with the Company are governed on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.