Borrower Resolution Specialist

🕒 July 13

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LoanCare

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💼 Consulting

🛡️ Insurance

📦 Logistics

Consulting • Insurance • Logistics

LoanCare is a company that specializes in the servicing of mortgage loans. It provides a range of services related to managing mortgage payments, customer service for loan holders, and loss mitigation strategies. LoanCare aims to support homeowners in maintaining their mortgage accounts effectively, ensuring timely payments and managing any potential financial challenges.

📋 Description

• Reviewing borrower concerns, conducting detailed research, and providing proactive outreach • Analyzing written borrower complaints received through regulatory agencies, clients, and executive escalation channels • Initiating proactive outreach to borrowers to acknowledge concerns and gather additional information • Utilizing effective de-escalation techniques to manage emotionally charged interactions • Conducting ongoing communications, including callbacks, to confirm research status and resolution • Maintaining accurate and comprehensive documentation of all customer interactions • Ensuring compliance with applicable federal, state, investor, and company guidelines • Protecting sensitive customer information by adhering to confidentiality requirements and data security protocols.

🎯 Requirements

• High School Diploma or equivalent required • 3-5 years of mortgage servicing experience • Expert and proven knowledge of customer service principles and practices • Strong interpersonal skills with a proven ability to communicate empathetically and effectively • Highly advanced knowledge of mortgage products and servicing, including escrow, taxes, and payment application • Proficient in ICE products, including but not limited to MSP & LoanSphere • Proficient in Microsoft Office applications • Analytical ability to apply data and information to all processes and solutions • Ability to provide consistent engagement in customer and brand experience. • Excellent communication skills • Excellent attention to detail and accuracy. • Excellent problem-solving skills and problem analysis. • Ability to troubleshoot complex issues and deliver results quickly.

🏖️ Benefits

• Optional medical, dental, vision, life, and disability insurance • Paid holidays, vacation, and sick leave • Fidelity National Financial matching 401(k) and employee stock purchase plans • Access to mental health resources, including free Calm memberships • Discounts on gym memberships, pet insurance, and employee purchasing programs • Access to a tuition reimbursement program that supports your continued education and professional growth.