Vice President, Single Point of Contact

October 6

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LoanCare

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Finance • B2C • Real Estate

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.

1001 - 5000 employees

💸 Finance

👥 B2C

🏠 Real Estate

📋 Description

• Provide strategic leadership and oversight for all call center operations related to Collections SPOC across servicing locations, including management of vendor partnerships. • Build and lead a high-performing team aligned with the organization’s core values, while effectively managing staffing levels and associated operational expenses. • Serve as the executive-level escalation point for complex issues raised by team members. • Ensure consistent and personalized communication with borrowers, offering accurate and timely updates on loan status and available options. • Set direction for the team to help borrowers navigate loss mitigation, foreclosure, and loan modification processes. • Enhance borrower satisfaction through dedicated support and proactive issue resolution. • Reduce servicing timelines by streamlining processes and minimizing departmental handoffs. • Improve efficiency in handling complex cases, particularly those involving financial hardship. • Develop and implement strategies to effectively assess and manage SPOC workloads, ensuring balanced resource allocation and operational efficiency. • Implement strategies to continuously improve key performance indicators (KPIs) that enhance the customer experience across all channels. • Review daily agent statistics to ensure compliance with call center metrics and performance standards. • Monitor system performance and resolve operational issues through action plans, analyses, and quality assurance programs. • Lead system and process upgrades to maintain and improve customer experience operations. • Support organizational goals by embracing new initiatives and identifying opportunities to add value. • Participate in strategic initiatives; provide insights on the impact to customers and team members. • Ensure compliance with all applicable federal and state laws and regulations, including OFAC and Bank Secrecy Act/Anti-Money Laundering, as well as investor, government, client and LoanCare policies and procedures. • Oversee team adherence to investor, government, client, and company policies and procedures. • All other duties as assigned.

🎯 Requirements

• High School Diploma or equivalent required. • Bachelor’s degree in business administration, finance or a related field, or an equivalent combination of education and experience. • 7+ years of proven experience managing large teams/cross functional departments. • 10+ years of experience in mortgage servicing or financial services, with a strong background in loss mitigation, SPOC operations and regulatory compliance. • Knowledge of state and federal laws and regulations applicable to mortgage and consumer lending. Considerable knowledge of loan servicing practices. • Leadership and management skills with the ability to motivate, mentor, train, coach, evaluate performance, and lead a multi-functional staff in a fast-paced, dynamic environment. • Experience with telephone, VRU, workforce management systems, agent performance, and customer-facing web applications. • Ability to enter and to extract data in a computer database for the purpose of researching and resolving customer inquiries. • Consistent focus on the customer and customer experience. • Strong communication skills with ability to communicate effectively both in writing and orally, in person and by telephone, with all levels of the organization and with all external parties. • Strong people skills and people management skills. • Demonstrated ability to collaborate and foster teamwork. • Problem solving and critical thinking skills. • Demonstrated ability to take initiative. • Strong “Service that Exceeds Expectations” focus. • Intermediate MS Office skills. • Ability to deliver impactful and thoughtful presentations. • Ability to build rapport and make unpopular decisions when necessary. • Thrive in fast paced changing environments.

🏖️ Benefits

• Health & Welfare Coverage: Optional medical, dental, vision, life, and disability insurance • Time Off: Paid holidays, vacation, and sick leave • Retirement & Investment: Matching 401(k) plan and employee stock purchase plan • Wellness Programs: Access to mental health resources, including free Calm memberships, and initiatives that promote physical and emotional well-being • Employee Recognition: Programs that celebrate achievements and milestones • Lifestyle & Learning Perks: Enjoy discounts on gym memberships, pet insurance, and employee purchasing programs, plus access to a tuition reimbursement program that supports your continued education and professional growth.