Senior Specialist, Mortgage Servicing

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 escalate 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, escalate, and support mitigation of servicing exceptions and potential financial exposure.

• Experience using loan servicing or business-critical systems and Microsoft Office applications.

• Intermediate to advanced Microsoft Excel skills and the ability to maintain data integrity across multiple systems.

• Ability to analyze servicing data, monitor due dates and exceptions, and interpret operational reports.

• Digital fluency and willingness to use technology to improve accuracy, efficiency, and decision-making.
• Strong analytical, investigative, and critical-thinking skills with close attention to detail.

• Ability to identify root causes, evaluate risk, and develop practical solutions to servicing discrepancies and exceptions.

• Strong written and verbal communication skills in English.

• Ability to collaborate effectively with borrowers, correspondents, brokers, vendors, and internal teams while managing service issues and expectations.

• Strong customer service orientation and ability to communicate requirements and resolution steps clearly.

• Bachelor's degree in Business Administration, Accounting, Finance, Economics, Mathematics, or a related field, or an equivalent combination of education and relevant experience.

• At least five years of relevant experience in mortgage servicing, real estate finance, credit analysis, lending operations, or financial services.

Preferred Qualifications:

• Experience supporting North American commercial mortgage portfolios.

• Cross-training across tax, insurance, escrow, or adjacent servicing functions.

• Experience supporting internal or external audits, control testing, regulatory reviews, or remediation activities.

• Experience with system upgrades, user acceptance testing, workflow tools, macros, or Microsoft Power Platform.

• Experience with reporting, dashboards, automation, digitization, or process transformation initiatives.

• Experience applying continuous improvement methods or using data to improve processes.

• Experience supporting cross-border stakeholders or working in a global shared-services environment.

• Strong ownership, accountability, organization, and execution focus.

• Ability to work independently, adapt to changing priorities, meet tight deadlines, and contribute to team objectives.

• Commitment to quality, continuous learning, and process improvement.

• Experience as a subject matter resource, peer reviewer, trainer, project contributor, or workstream lead.

• More than five years of mortgage servicing experience for senior or subject matter expert assignments.

• Experience in North American property tax and insurance review.

• Commercial or residential mortgage servicing certification, or other relevant professional training.

When you join our team:

• We’ll empower you to learn and grow the career you want.
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we’ll support you in shaping the future you want to see.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [email protected].

Hybrid