LoanCare

Customer Support

• Assist homeowners with routine or complex issues and requests in a call center environment
• Use an advanced telephony system
• Provide exceptional customer service, explain mortgage-based process information, and make decisions to resolve customer issues
• Handle inbound/outbound calls from/to customers in a fast-paced environment while maintaining established performance metrics expectations and delivering quality service
• Take ownership of the customer experience and demonstrate attributes in accordance with LoanCare brand experience expectations
• Utilize good judgment and understanding of processes/procedures to effectively resolve customer issues
• Obtain/evaluate all relevant information to handle inquiries and complaints accurately and efficiently
• Accurately track/document all communications with customers to provide a detailed history of contact
• Assist with identifying root causes and explain the best solution to promptly resolve customer concerns
• Achieve targeted individual and team-based performance goals monthly
• Follow escalation procedures to address customer concerns requiring additional research/resources to resolve
• Direct requests and unresolved issues to the designated resource
• All other duties as assigned.

Customer Experience Specialist, I

Solutions Engineer

• Manage, coach, counsel and develop department operations and assigned and staff
• Review consumer complaints and responses; ensure responses are prompt and adhere to state/federal regulations
• Ensure information requests from consumers are in compliance with CFPB requirements
• Provide monthly consumer information request trends and reports to senior management
• Maintain accurate investor reporting requirement records as specified in servicing agreements; ensure changes requested by investors are implemented
• Establish procedures for the department and ensure proper controls are in place
• Establish metrics/goals for research and mortgage resolution staff; manage achievement of goals
• Support the Call Center on escalated issues and consumer improvement initiatives
• Report to government agencies as required
• Remain updated on loan servicing government regulations
• Manage internal tracking systems and processes
• Distribute work assignments to Special Loans staff through subordinate supervisors
• Perform quality control reviews as needed
• Prepare the department annual budget, expectations, and goals
• Manage vendors used in departments under management
• Develop products used in departments under management and assist in promoting those products
• Request, create/prepare, update/revise, review, test, finalize/approve, and maintain the department’s policies and procedures; conduct training

Customer Solutions Manager

QA Engineer

• Perform comprehensive pre-submission quality assurance reviews of FHA, VA, USDA, and Supplemental claims.
• Validate accuracy of claim components, including loan and policy data, claim calculations and reconciliations, advances and recoverable balances, and supporting documentation completeness.
• Complete reconciliation of advances and confirm accuracy prior to claim filing.
• Ensure all required documentation meets agency, investor, and regulatory guidelines.
• Identify and resolve discrepancies, errors, or missing information before submission.
• Maintain clear and accurate records of QA reviews, findings, and daily production.
• Conduct internal QA audits on claims prior to filing to ensure quality standards are met.
• Analyze trends in claim errors and provide insights to support training and process improvements.
• Collaborate with claims processors, servicing teams, and leadership to correct issues and improve workflows.
• Assist with system updates related to claim preparation and pre-filing readiness.
• Support post-submission activities, including research related to missing documentation or agency inquiries as needed.
• Track and document QA results, ensuring proper notation in internal systems.
• Manage assigned workflow queues and meet established turnaround times.
• Perform research to resolve issues impacting claim accuracy and completeness.
• Adhere to confidentiality standards and data integrity requirements.
• All other duties as assigned.

Quality Assurance Claims Specialist

General

• Review written borrower complaint responses for accuracy, completeness, tone, and alignment with supporting documentation
• Edit and refine responses to ensure clarity, professionalism, and adherence to company standards and brand expectations
• Validate that all borrower concerns have been fully addressed and appropriately resolved
• Ensure responses comply with applicable federal, state, investor, and client requirements, including regulatory complaint standards
• Verify that all research, documentation, and conclusions cited in responses are accurate and supported by system records
• Identify discrepancies, omissions, or potential risks and work with complaint owners to correct deficiencies
• Partner with complaint owners and leadership to resolve issues identified during validation review
• Provide clear, actionable feedback to improve quality and prevent recurring errors
• Maintain accurate records of validation reviews, edits, and outcomes within designated systems
• Contribute to quality reporting by tracking common errors, corrective actions, and performance metrics

Complaint Response Validation Specialist

Administration

• Review and evaluate requests regarding Special Loans functions while following required investor and/or client procedures
• Obtain and review information needed to process subordinations, easements, partial releases, assumptions, ARMs, buydowns, balloons, and other requests pertaining to the Special Loans area
• Respond to internal/external clients and/or borrowers regarding Special Loans requests
• Provide assistance to Special Loans Administrator I as needed
• Accurately handle manual calculations
• Complete tasks within required timeframes and standards
• All other duties as assigned

Special Loans Administrator II

• 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.

Borrower Resolution Specialist

Underwriter

• Attend and participate in all team meetings
• Perform Quality Control audits on each staff member monthly
• Monitor the loss mitigation pipeline and identify any gaps in our review
• Review foreclosure sale date report and ensure all files with FC sale dates are addressed
• Ensure daily reports are pulled and available to management
• Answer inbound phone calls, return voicemails, escalations, and all other requests within 24 hours from receipt
• Handle all written and verbal correspondence professionally between the homeowners, client, investor, insurer, subordinate lien holders, real estate agents, consumer credit counseling services, and foreclosure attorneys
• Assist with new hire training, including audit of all files during initial training period
• Able to train and underwrite to all investor guidelines
• Able to react to change productively and handle other essential tasks as assigned
• All other duties as assigned.

Underwriting Team Lead

Risk

• Assemble and summarize data to structure loss analysis template to identify financial status, risks, and controllableversus uncontrollable losses
• Analyze all past claims filed to determine possible recoverability, report on identifiable recoverable versus non-recoverable losses
• Identify trends, advise internal lines of business, and recommend actions to senior management
• Determine in-depth the degree of risk involved
• Consult with management to guide and influence long-term and strategic decision making
• Explain audit findings and recommend solutions to management
• Assist in developing financial models, conduct benchmarking and process analysis
• Suggest creative alternatives and recommendations to reduce costs and improve financial performance
• Adhere to all state, federal laws, regulations, investor and insurer guidelines
• All other duties assigned

Internal Mortgage Risk Specialist III

• Prepare claim filing for all agencies on acquired or sold properties.
• Complete monthly process control audits and provide results to management.
• Assist with monthly vendor audits and provide results to management.
• Resolve escalations from team members within the Team Lead’s scope of responsibility.
• Assist with training for incoming and existing employees.
• Assist in maintaining department job aids and procedures.
• Review exception report for system data integrity and provide trends to management when applicable.
• Assisting with research and preparing file package for internal and external audits.
• Draft written correspondence to internal lines of business and create good working relationships to ensure quick resolution of escalated tasks.
• All other duties as assigned.

Claims Support Specialist

Account Executive

• Responsible for interacting, managing and maintaining all aspects of the Client and/or Investor and Insurer (combined, known as “Agencies”) relationship
• Responsible for all aspects of Client/Agency satisfaction by ensuring comparisons are done month-to month, escalated issues are brought to attention of manager, suggested solutions are provided, meeting follow up is documented, etc.
• Serve as a main point of contact for all Client/Agency inquiries, questions and concerns
• Understand each Client’s/Agency’s business and is able to speak about all aspects of servicing and understands the industry and best practices
• Responsible for all training and implementation for new staff members within Client’s/Agency’s shop
• Utilizes all resources internally and externally (i.e., agency guides, HUD, etc.) to keep abreast with industry news and changes affecting Client/Agency
• Provides a monthly business review for Client/Agency on trends, SLA’s, etc.
• Researches, resolves, and reports Client/Agency problems and inquiries and ensures timely responses back to the Client
• Ensures timely updates provided to Client/Agency or representative through final problem resolution or completion of Client/Agency deliverable
• Evaluate and assess reports for trending and tracking client concerns/inquiries, and response time to Clients/Agencies
• Coordinates and conducts proactive Client/Agency conference calls and meetings – for all functional areas with proposed agenda to ensure preparedness for meeting and follow up/final resolution
• Makes recommendations to change process, procedures and management controls based on results of problem research and the final solution to Client/Agency raised issues and concerns
• Maintain a thorough knowledge of policies and tools to effectively answer the majority of Client/Agency inquiries without assistance
• Assist other team members as needed due to volume spikes
• All other duties as assigned.

Client Relations Account Executive III

Vice President

• Partner with the DSVP of Business Transformation and senior leadership to identify strategic opportunities that advance enterprise transformation objectives.
• Collaborate with operational leaders to generate and prioritize ideas that improve efficiency, reduce costs, and enhance customer and employee experience.
• Evaluate themes and trends across business lines to identify enterprise-level opportunities for standardization, scalability, and optimization.
• Contribute to the development and execution of the broader business transformation roadmap.
• Lead the identification, prioritization, and validation of improvement opportunities across multiple functions.
• Oversee the development of detailed business cases including financial analysis, ROI projections, and risk assessments.
• Ensure initiatives are rooted in data-driven insights and aligned with transformation priorities.
• Lead, coach, and develop a team of Business Process Analysts.
• Establish best practices for process mapping and continuous improvement.
• Foster a culture of innovation and accountability.
• Work closely with operational teams to understand processes and pain points.
• Partner with IT to enable technology solutions.
• Serve as liaison between business and technical teams.
• Align with enterprise change management framework.
• Drive execution and adoption of initiatives.
• Monitor progress and ensure value realization.
• Provide updates to leadership.

VP, Business Transformation

Business Analyst

• Responsible for the integrity and accuracy of the custodial reconciliation automation process.
• Formulate and propose automation enhancements required to adapt quickly to changing business processes and requirements.
• Manage the Paper and Cash Variance consolidated workbooks for all custodial reconciliations, ensuring appropriate update and accuracy of the data, and maintaining file integrity to fulfill audit trail requirements of cash management.
• Conduct quality control reviews of T&I reconciliations completed by FNFI to ensure compliance with reconciliation guidelines and to maintain acceptable quality tolerance levels.
• Ensure both procedures and process maps are reviewed, updated, and submitted to Compliance timely.

Investor Accounting Business Analyst

Attorney

• Own FHA First Legal timeline adherence, ensuring all loans meet HUD-required initiation timeframes.
• Lead and enforce Reasonable Diligence execution, ensuring required borrower and case-level actions are documented, timely, and compliant.
• Oversee operational teams responsible for FHA foreclosure milestone management from First Legal through sale scheduling.
• Monitor and manage attorney performance, ensuring adherence to timelines, documentation standards, and escalation protocols prior to sale.
• Identify and resolve timeline exceptions, implementing corrective action plans to drive sustained compliance.
• Proactively manage the FHA portfolio to reduce curtailment risk and financial exposure.
• Develop and maintain KPIs, KRIs, and executive dashboards focused on First Legal performance and Reasonable Diligence compliance.
• Ensure audit readiness and compliance with FHA, HUD, GNMA, and investor requirements.
• Partner cross-functionally with Foreclosure Referrals, Bankruptcy & Foreclosure Operations, Claims, Compliance, and Legal to ensure end-to-end process alignment.
• Drive process improvement, automation, and operational efficiency to support scalable and compliant execution.
• All other duties as assigned.

Vice President, Legal Administration

• Attend and participate in all team meetings
• Perform Quality Control audits on each staff member monthly
• Monitor the loss mitigation pipeline and identify any gaps in our review
• Review foreclosure sale date report and ensure all files with FC sale dates are addressed
• Ensure daily reports are pulled and available to management
• Answer inbound phone calls, return voicemails, escalations, and all other requests within 24 hours from receipt
• Handle all written and verbal correspondence professionally between the homeowners, client, investor, insurer, subordinate lien holders, real estate agents, consumer credit counseling services, and foreclosure attorneys
• Assist with new hire training, including audit of all files during initial training period
• Able to train and underwrite to all investor guidelines
• Able to react to change productively and handle other essential tasks as assigned

Underwriting Support Specialist

Manager

• Manage, coach, counsel, and develop assigned staff in the assigned escrow division(s).
• Oversee vendor(s), which include monitoring scorecards, performance, and conducting quality control audits.
• Ensure compliance with property tax, mortgage insurance, loss draft, and property insurance regulatory requirements.
• Oversee assigned divisions of Escrow’s workflow to ensure adherence with service level requirements.
• Establish goals, specific to each division, and monitor progress.
• Identify training needs, develop and facilitate training sessions.
• Manage and assist in escalation resolution for client and customer requests, including root cause analysis.
• Develop and implement improvements that drive quality, efficiency and profitability.
• Maintain a working knowledge of mortgage loan servicing job functions.
• Communicate with investors, insurers, vendors, and/or business partners.
• Monitor key performance indicators and ensure they are met by specialists and division leadership.
• Keep management informed on project progress, policies/procedures, vendor and specialist performance levels.
• All other duties as assigned.