Associate, Commercial SBC

International Luxury Hotel Association

. Provide quality collection and property surveillance activities for commercial real estate loans .

Posted 9/18/2026full-timeRemote • United StatesJuniorMid-Level💰 $50,000 - $66,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in commercial real estate loan servicing, including borrower research, delinquency resolution, and property surveillance. Proficient in managing sensitive information and maintaining accurate loan records while adhering to investor servicing guidelines.

Highest-signal resume keywords

Commercial Real Estate Loan ServicingDelinquency ResolutionCustomer Service SkillsData ManagementBilingual English and Spanish

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Complex CalculationsLoan Document ReviewAccount MaintenanceProperty SurveillanceCovenant Monitoring

Soft Skills

Outstanding Communication SkillsProfessional Relationship-BuildingConflict ResolutionSelf-MotivatedSound Judgment

Tools & Technologies

WordExcelOutlookCoPilot

Certifications & Qualifications

Background ScreeningFederal/State Licensing Requirements

Industry Keywords

Commercial Real EstatePortfolio ManagementFEMA-Declared DisastersInvestor Servicing Guidelines

About the role

Key responsibilities & impact

Provide quality collection and property surveillance activities for commercial real estate loans
Support Portfolio Managers with borrower research requests, covenant monitoring, and delinquency resolution
Serve as the initial point of contact for incoming calls related to the commercial loan portfolio
Participate in outgoing call campaigns for delinquency resolution, document collection, and property surveillance
Contact delinquent borrowers, assist with repayment options, conduct financial interviews, and document delinquency reasons
Inquire about impacts from FEMA-declared disasters
Support 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 regarding payments, billing, escrow, reserves, insurance documentation, and taxes
Review loan documents, servicing records, and account history to determine servicing requirements and resolve issues
Process routine servicing transactions and account maintenance, including ACH updates, contact changes, and billing statement requests
Coordinate with internal departments to resolve servicing matters
Maintain accurate loan information and servicing records in applicable systems
Monitor receipt of insurance certificates, tax documentation, and borrower correspondence
Identify operational issues and escalate complex matters to appropriate team members or management
Work within a phone queue system and proactively complete assignments from daily reports
Adhere to investor servicing guidelines and internal policies and procedures
Report to a Team Lead as an individual contributor

Requirements

What you’ll need

College degree preferred
Experience working in a call center or other high-volume customer-facing position
Knowledge of Word, Excel, Outlook, CoPilot, and other information-processing programs
Ability to perform complex calculations using calculators and systems
Ability to reason and exercise sound judgment
Ability to handle sensitive and confidential information appropriately
Outstanding verbal, written, and listening communication skills
Strong customer service, professional relationship-building, and conflict-resolution skills
Self-motivated and able to work independently
Ability to handle large volumes of data effectively
Ability to prioritize multiple simultaneous incoming requests
Must pass the Company's background screening process before employment
May be required to pass client-specific background checks or applicable Federal/State licensing requirements
Bilingual English and Spanish is a plus

Benefits

Comp & perks

Quarterly performance-based bonus eligibility
Medical, dental, and vision coverage
Up to 3% 401(k) contribution match
Generous paid time off
Company-paid life, accident, and disability coverage
Mental, physical, and financial wellness programs
Disability or special-needs accommodation