Job Information

TIAA Sr Commercial Loan Servicing Specialist in Jacksonville, Florida

As a part of TIAA’s Financial Solutions business, TIAA Bank, a division of TIAA, FSB, provides full-service, nationwide banking and lending services to consumer, commercial and institutional clients through a variety of channels, including online, its Florida-based financial centers and at other business offices throughout the country.

Commercial Loan Ops

The Commercial Loan Operations job reviews all documents, signatures, and supporting information are complete and in compliance with all rules and regulations governing commercial loan processing. This job works with clients to make sure that information is complete and accurate. While working under limited supervision for routine situations, this job performs work related to maintaining accurate system records, payment postings, legal documents and customer communication.

Key Responsibilities and Duties

  • Processes transactions and documents for commercial loans in the portfolio.

  • Maintains delinquent commercial payment files, processes payoffs, and reviews documents and reports for completeness and accuracy.

  • Reviews commercial escrow account calculations and disbursements.

  • Uploads new commercial loans and completes file maintenance on the core system.

  • Manages the paid commercial notes including releasing collateral.

  • Provides customer service to coworkers and customers to include answering inquiries relative to commercial loan files, account balances, commercial loan balances, payoff requests, etc.


  • 3 Years Required; 5 Years Preferred

  • Vocational and/or Technical Education, Preferred

Physical Requirements

  • Physical Requirements: Sedentary Work

Preferred Education

  • Vocational and/or Technical Education

Career Level



This position ensures efficient and accurate servicing of commercial real estate loans. Minimizes risk by handling items timely and in accordance with bank, investor, and regulatory guidelines. Servicing activities include, but are not limited to: addressing customer inquiries and resolving loan servicing requests, post-closing follow up, maintaining loan system data, processing cash receipts and disbursements, supporting internal and external audits, and participating in department and system projects.


  • Commercial loan servicing or relevant financial services industry experience required.

  • Use independent discretion and take ownership in problem resolution of complex or escalated customer service issues; working closely with sales associates, underwriters, closers, portfolio managers, and other internal teams as necessary.

  • Drive the external and internal customer experience, build strong relationships through the efficient and professional handling of loan servicing requests and solicit customer feedback.

  • Participate in customer focused projects to streamline processes and support business initiatives.

  • Complete comprehensive audits of newly booked loans to ensure accurate documentation and loan system data integrity.

  • Ensure all trailing documents are obtained and imaged in a timely manner (e.g. final title policy, recorded mortgage, recorded UCC).

  • Perform cash related activities that may include application of loan payments and principal pay downs, suspense research and resolution, and ACH maintenance.

  • Process funding and non-funding check and wire disbursements for the portfolio within delegated authority.

  • Calculate prepayment premiums and prepare pay-off quotes.

  • Perform loan servicing duties that may include answering the customer service line, processing UCC continuations, preparing collateral releases, monitoring and completing tickler actions, and updating loan system with financial statement data.

  • Participate in the completion of internal and external audits.

  • Comply with all applicable policies and procedures to ensure consistent and efficient servicing and proactively suggest procedural changes.

  • Communicate customer service, cash, and loan servicing process changes to the business and provide training as needed.

  • Identify system enhancements for process streamlining and participate in comprehensive testing of system upgrades (ATLAS, OnBase, Customer Self-Service Portal).

  • Assist with metric preparation, special projects, and assignments as needed.


  • Knowledge of commercial loan servicing processes, loan documentation, and regulatory compliance

  • General loan accounting skills

  • Excellent customer service skills; ability to interpret customer requirements

  • Excellent verbal and written communication skills

  • Working knowledge of Microsoft Office Products, including Word/Excel

  • Strong analytical and problem solving skills

  • Strong organizational and prioritization skills

  • Attention to detail and ability to handle multiple priorities simultaneously

  • Effective time management skills

  • Flexible and adaptable

  • Ability to work with diverse teams in a variety of situations

  • Self-motivated while being a constructive and dependable team player


  • High school diploma required; bachelor degree in related discipline preferred

  • Experience and familiarity with commercial real estate documentation

Potential Salary: $27.64 USD

Actual base salary may vary based upon, but not limited to, relevant experience, time in role, base salary of internal peers, prior performance, business sector, and geographic location. In addition to base salary, the competitive compensation package may include, depending on the role, participation in an incentive program linked to performance (for example, annual discretionary incentive programs, non-annual sales incentive plans, or other non-annual incentive plans).

The organization is committed to making financial well-being possible for its clients, and is equally committed to the well-being of our associates. That’s why we offer a comprehensive Total Rewards package designed to make a positive difference in the lives of our associates and their loved ones. Our benefits include a superior retirement program and highly competitive health, wellness and work life offerings that can help you achieve and maintain your best possible physical, emotional and financial well-being. To learn more about your benefits, please review our Benefits Summary ( .

We are an Equal Opportunity/Affirmative Action Employer. We consider all qualified applicants for employment regardless of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other protected status.

Read more about the Equal Opportunity Law here ( .

TIAA offers support for those who need assistance with our online application process to provide an equal employment opportunity to all job seekers, including individuals with disabilities.

If you are a U.S. applicant and desire a reasonable accommodation to complete a job application please use one of the below options to contact our accessibility support team:

Phone: (800) 842-2755


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TIAA started out over 100 years ago to help ensure teachers could retire with dignity. Today, many people who work at not-for-profits rely on our wide range of financial products and services to support and strengthen their financial well-being.