LoanCare

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

Customer Support

• 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.

Escrow Manager

• Attend and participate in all team meetings
• Perform Quality Control audits on each staff member monthly
• Monitor the 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
• 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

Closing Support Specialist

Paralegal

• Draft final complaint responses for all client requests, ensuring quality and accuracy, while minimizing risks to the Company
• Ensure all complaints have been properly investigated and resolved in accordance with internal processes and regulatory requirements to minimize operational risk
• Work with the Complaint Response team to obtain additional information if missing from complaint files
• Establish quality control policies and procedures and recommend strategies for supporting customer complaint responses
• Regularly review department workflows, performance impacts and implementation of new processes and strategies affecting the department's quality control standards
• Analyze trends and recommend ways to improve processes to enhance the customer experience
• Prepare or review various reports, forms, correspondence, and logs
• React to change productively and handle other essential tasks as assigned
• All other duties as assigned.

Customer Correspondence Paralegal

Program Manager

• Lead and oversee the Counterpart Risk Management program for clients with whom LoanCare has a potential or existing contract relationship, including affiliates.
• Ensure compliance with ERM policies, risk appetite, applicable regulatory requirements, including NYDFS, CFPB, OCC, Federal Reserve, and FDIC, as well as client expectations.
• Manage day to day departmental activities to ensure successful implementation and ongoing execution of a regulatory compliant counterparty risk program.
• Ensure all client due diligence activities are completed in accordance with LoanCare control standards.
• Identify, assess, and escalate client related risks and issues as appropriate.
• Coordinate and facilitate meetings with operational departments to communicate findings, risks, and remediation plans.
• Analyse regulatory requirements and service provider activities to ensure program governance remains aligned.
• Maintain accurate and complete data within applicable systems to support data integrity, ongoing monitoring, regulatory examinations, audits, and client and investor due diligence requests.
• Develop and maintain professional working relationships with vendors, clients, internal teams, and industry partners.
• Develop, monitor, and report Counterparty Risk metrics to include KPIs, KRIs, and emerging risks.
• Coordinate change management activities across Counterparty Risk teams including Third-Party Risk Management and Sourcing/Procurement.
• Prepare and deliver management reporting on all aspects of the Counterparty Risk program, including monthly status reporting.
• Provide training, guidance, and mentorship to junior staff.
• Serve as backup and escalation support for junior staff as needed.
• Request, develop, update, review, test, finalize, approve, and maintain department policies and procedures, process flows, templates and training materials.
• Escalates non-compliance with regulation, policies and procedures for review and risk acceptance when necessary.
• Support regulatory exams, audits, ratings agency reviews, investor inquiries, and client requests by gathering documentation and drafting responses.
• Stay current on industry trends, regulatory changes, and agency guidance (e.g., CFPB, OCC, HUD) that impact clients and the organization.
• Maintain comprehensive knowledge of and adherence to all applicable investor, government, client, and LoanCare policies, procedures, and requirements.
• Recommend enhancements to processes, procedures, controls, and governance to strengthen risk management effectiveness.
• All other duties as assigned.

Counterparty Risk Program Manager

Business Intelligence Developer

• Develop creative business intelligence solutions using SQL, views, and stored procedures
• Develop reports, dashboards, and custom files for internal/external clients
• Develop routines for data summarizations, queries, data cubes, and data reporting templates
• Develop production tasks and processes within the Business Intelligence Department in a mortgage servicing space
• Develop scalable processes to generate reports, files, dashboards, and data cubes according to business requirements
• Develop and manage process-driven solutions using Windows and Microsoft SQL Server environment
• Develop queries, reports, files, dashboards, etc., using Microsoft Windows and Microsoft SQL Server environment
• Develop and maintain scalable BI process using queries, reports, files, data marts, dashboards, etc.
• Develop and maintain automated production environment using stored procedures
• Collaborate with other developers to create/maintain scalable processes and best practices
• Collaborate with other departments on timing and details of the development cycle
• Ensure quality control best practices are followed
• Ensure seamless and scalable BI development lifecycle is followed
• Make recommendations and develop best practices for BI presentation layers, such as stand-alone reports, dashboards, and self-service/drill through tools
• Manage/balance workload; monitor/manage efficiency and timeliness of deliveries
• Work with other departments on Business Intelligence needs and improvements
• All other duties as assigned

Account Executive

• Maintain a pipeline of client requests
• Develop and understand each client’s business rules, type of business, and goals
• Research, resolve, and report client problems and inquiries; ensure prompt responses by partnering with internal/external business partners to meet client’s needs
• Work closely with Client Relations Account Executive II and III to ensure proper level of support to portfolios is provided
• Provide process gaps or portfolio trends to management for tracking and resolution
• Ensure all inquiries are documented, process gaps are identified, and escalated issues are presented to the manager with suggestions, ideas, and solutions
• Maintain a thorough knowledge of policies and tools to effectively answer most client inquiries without assistance
• Assist other team members during volume spikes as needed
• All other duties as assigned

Client Relations Account Executive I

Claims Specialist

• Prepare mortgage insurance claims on assigned agency or investor-acquired properties.
• Complete reconciliation of all advances to be included in the claim.
• Validate all the necessary supporting documents needed for the claim.
• Maintain clear records and reports for management regarding daily production.
• Assist with updating appropriate workstations for claim payments.
• Follow up and track payment of filed claims.
• Conduct miscellaneous research to complete daily tasks.
• Complete tasks queue and notate internal system accordingly
• All other duties as assigned.

Claims Specialist I

• Prepare mortgage insurance claims on all agencies or investor - acquired properties
• Complete reconciliation of all advances to be included in the claim
• Validate all the necessary supporting documents needed for the claim
• Maintain clear records and reports for management regarding daily production
• Conduct internal department quality control audits of post claim activities
• Identify current trends that would result in additional training measures to be utilized by Supervisors
• Complete internal department quality assurance audit prior to claim submission
• Assist with updating appropriate workstations for claim payments
• Assist with post claim agency/client demands
• Follow up and track payment of filed claims
• Conduct miscellaneous research to complete daily tasks
• Conduct research for post-claim activities such as “missing documents and/or agency inquiries”
• Complete tasks queue and notate internal system accordingly.
• All other duties as assigned.

Claims Specialist III – Mortgage

Analyst

• Conduct quality control audits; evaluate loans utilizing the system of record and all available documentation; ensure compliance to federal, state, investor and/or client guidelines in a timely manner.
• Conduct sustainability testing and compliance monitoring. Analyze results to identify gaps and work with various departments for resolution. Provide monthly summary and reporting to management.
• Establish and maintain open lines of communication with various departments and levels of management within the organization and act as point of contact for internal and external resources.
• Research issues and questions leveraging all available tools, including, ALLRegs, Agency/Investor guidance such as Handbooks, internal policies and procedures, contacting subject matter experts, law firms, county offices, and supporting vendors to obtain necessary information for resolution.
• Report systemic issues and process gaps and breakdowns. Track, resolve, and ensure appropriate actions are taken to log findings in the appropriate system, notating detailed explanation of the issue and resolution.
• Develop and/or update quality control guidelines and documentation as necessary to comply with changes to internal policies and procedures, and federal, state, investor, and/or client guidelines.
• Assist Management in completing quality reviews for junior team members, preparing reports, special projects. Under supervision, assist with implementation of departmental projects or initiatives and attend department meetings and project planning sessions and handle issues and escalations as needed.
• Monitor regulatory updates as published to determine impacts to Quality Control and make recommendations on necessary updates to processes and questionnaires. Review monthly questionnaire updates and make recommendations on implementation.
• Assist with the Quality Control team’s cross-training activities to ensure adequate coverage for all functions.
• All other duties as assigned.

Quality Control Analyst II – Mortgage Claims Filing

General Counsel

• Oversee and manage litigation related to GSE loans from defaulted issuers by supervising, coordinating, and strategizing with outside counsel in connection with lawsuits and claims; provide complete transparency to the account-owning GSE
• Advise senior executives on litigation strategies
• Supervise the work of other junior attorneys and paralegals
• Lead negotiations and revisions of renewing subservicing agreements with clients
• Manage all aspects of consumer finance litigation, including the selection/management of and communication with outside counsel and administration/processing of outside counsel’s legal billing
• Lead presentations regarding periodic updates and risk reports to senior litigation counsel
• Provide legal advice to managers/supervisors and perform research for guidance in operational processes/procedures
• Manage and oversee the responses to discovery requests, including e-discovery
• Review and provide guidance on subpoena duces tecum
• Assist internal business units with responses to information requests from external LoanCare clients
• Identify trends in litigation matters and borrower and/or regulatory complaints; communicate trends to senior litigation counsel and internal business units; coordinate with Operations to develop policies/procedures to remediate issues
• Provide support to senior in-house counsel by responding to requests for legal advice and related assistance from internal business units
• All other duties as assigned.

Senior Counsel – Litigation

Account Manager

• Provide departmental leadership and manage the Client Relations staff
• Oversee several client accounts to ensure day-to-day activities, responsibilities, and deliverables are met to clients’ satisfaction
• Oversee/monitor training and implementation for new staff members within client’s/agency’s shop
• Utilize all resources internally and externally (i.e., agency guides, HUD, etc.) to stay informed of industry news and changes affecting clients/agencies
• Provide staff guidance, feedback, and coaching to improve processes and communication
• Serve as a point of contact for internally escalated issues with clients and/or Client Relations staff
• Track/trend issues and escalate concerns to management
• Ensure staff is informed about industry updates, changes, and best practices that ensure client satisfaction
• Coordinate and participate in training of new staff
• Lead general staff meetings and participate in senior management meetings/discussions as needed
• Participate in and coach/assist team with proactive client/agency conference calls/meetings for all functional areas with proposed agenda; ensure preparedness for meeting and follow-up/final resolution
• Perform timecard verification and performance reviews; conduct interviews for new staff
• Manage and maintain departmental policies and procedures
• All other duties as assigned