Senior Manager, Commercial Contact Center

Job Summary

Leading strategy and operations for a portfolio of approximately 50,000 DSCR and Business Purpose Lending loans, the full-time Senior Manager, Commercial Contact Center will oversee borrower communication across voice and digital channels while driving operational excellence and enhancing customer experience in a remote environment.

Key Responsibilities

• Lead daily operations for a 50,000-loan DSCR/BPL Commercial Contact Center
• Set and execute multichannel borrower communication strategy across phone, SMS, email, and digital platforms
• Partner with senior servicing leadership to enhance borrower experience and delivery model

Required Qualifications

• Bachelor's degree in Business, Finance, Communications, Operations, or related field preferred
• 7+ years of experience in commercial mortgage servicing, business purpose lending, or commercial contact center operations
• 5+ years of leadership experience managing large servicing/contact center teams
• Strong understanding of commercial loan servicing operations and borrower communication workflows
• Experience managing omnichannel communication environments including voice, email, and SMS