LoanCare

Onboarding Specialist

• Coordinate the employment application lifecycle, including applicant tracking, data management, pre-employment steps, and onboarding activities
• Support special projects, hiring events, and process improvement initiatives within Talent Acquisition
• Process vendor invoices
• Administer the Employee Referral Program to encourage and support employee-referred candidates
• Maintain the Recruitment Mailbox to ensure timely responses and accurate communication
• Compile and distribute recruitment metrics, reports, and workflow documentation using various tools
• Serve as an iCIMS super-user, providing guidance and system expertise to the team
• Maintain candidate records and status updates within the iCIMS to ensure data integrity
• Prepare new hire paperwork and ensure timely completion of all pre-employment requirements (background checks, drug screens, compliance documentation, etc.)
• Coordinate new hire orientation logistics, including technology requests, welcome materials, schedules, and communication
• Serve as the primary point of contact for new hires throughout the onboarding process
• Partner with HR, Payroll, IT, and hiring managers to ensure timely completion of onboarding tasks
• Maintain onboarding checklists and continuously improve the new hire experience
• Uphold compliance with all company policies, employment laws, and regulatory requirements

Recruiting and Onboarding Coordinator

Engineer

• Utilize logical problem-solving to find creative solutions to problems with Genesys Cloud CX
• Work with SIP, WebRTC, VoIP, PCap analysis, troubleshooting call quality, media gateways, and SBC devices
• Work with stakeholders and other technical teams to collect business and technical requirements to design/deliver enterprise-level solutions using Genesys architect and Genesys Scripter
• Create and update technical documentation of operating procedures as needed
• Serve as a technical expert for Tier 1/2/3 support groups
• Collaborate and communicate with internal department architects and vendor partners
• Collaborate with Product Owner on technology solutions, implementations, upgrades, enhancements and conversions; recommend solutions as appropriate
• Provide problem-solving leadership based on experience with the technology
• Act as a senior member of the Telephony Support Team in providing prompt support to assigned operations.
• Coordinate day-to-day operations, run projects, and assign tasks to Tier 1/2/3 engineers
• Collaborate in assessing current and expected communications needs, configuration, maintenance, optimization, and documentation of Genesys Cloud CX
• Follow and apply configuration and security standards and policies within a defined change management process
• Ensure that system improvements and changes are implemented correctly and completely, monitor effects of the modifications
• Establish/recommend policies on system use and services
• Perform common administrative tasks such as reviewing system logs, setting up new users, and conducting monthly audits of permission levels
• Deployment and support of enterprise software, including third-party and in-house applications
• Act as an escalation point for Telephony platform issues and corporate IT standards for enterprise IT staff

Senior Telephony Engineer

Operations

• Lead process improvement initiatives and optimization of complex processes
• Perform analysis of operational processes and recommend automation, optimization, and modernization opportunities
• Support leadership by assisting with requirements, prioritization, and strategic planning.
• Analyze, document, and map operational processes to ensure alignment with project objectives.
• Lead UAT strategy, risk identification, test planning, and defect escalation
• Oversee requirements, process mapping, user stories, and acceptance criteria, ensuring cross‑functional alignment
• Evaluate downstream system impacts and coordinate solutions with IS and reporting partners.
• Represent Servicing Operations in governance, steering committees, and cross‑departmental discussions.
• Manage high‑visibility reporting, documentation, and communication for senior leadership.
• Mentor and provide subject‑matter guidance to Servicing Operations Analyst team members.
• Support regulatory, compliance, audit, and risk management activities through expert‑level analysis.
• All other duties as assigned.

Senior Servicing Operations Analyst

Accounting Manager

• Complete complex custodial reconciliations for Agencies, Guarantors, Private Investors, and Client Asset accounts within established guidelines and timelines
• Assist vendor with T&I custodial reconciliations as needed, and review/approve T&I reconciliations completed by vendor
• Assist with training and mentoring junior custodial reconciliation analysts
• Assist with audit requests, investor, internal, and external
• Assist with procedures, department projects, and process improvement efforts
• All other duties as assigned.

Investor Accounting Custodial Reconciliation Analyst III

Administration

• Review and evaluate requests regarding Special Products 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 Products area.
• Manage department inboxes; delegate or respond to internal/external clients and/or borrowers regarding Special Products requests.
• Assist with escalations and ad-hoc special products requests.
• Accurately handle manual calculations (ARMs and HELOCs).
• Ensure task quality is maintained, and department procedures are followed.
• Assist Special Products Administrator I and II.
• Assist with training new and existing team members.
• Complete tasks within required timeframes and standards.

Special Products Administrator III

Collections

• Perform call overflow, suspense reporting, client relations follow-up, and other duties assigned by a supervisor
• Handle calls related to delinquency in accordance with government, investor, and client guidelines to prevent foreclosure and financial losses to the investor
• Assist with daily team meetings by discussing issues brought to management’s attention through emails, listening to calls, conversations on the floor, or performing monitoring to improve/clarify processes
• Respond to agent questions within the Floor Center
• Review Collections General voicemail daily
• Review COLCSH tasks and respond with cash posting instructions through task
• Review Formstorm, submitting directions through the application, advising clients of payment received and status of loan
• Perform Skip Trace Tasks as needed using web sources and update loans with discovered information
• Review received e-Faxes and submit research and/or reversals to cash departments
• Complete COLESC tasks by reviewing loan for issue and respond to the respective agent if additional information is needed
• Handle escalated calls, noting issues with client’s loan and submit task for additional work if needed
• Receive/review paper Loss Mitigation Escalation forms; forward to ALD for review before forwarding to the Loss Mitigation Supervisor
• Review email from departments that require follow-up, calls to borrower, and/or emails to clients as needed for resolution or clarification of issue; respond to original department with resolution
• Assist with call monitoring
• Respond to Footprints Tickets from Client Relations that require follow-up within 24 hours
• All other duties as assigned

Collections Team Lead

• Leadership and oversite of all call center management and staff for Collections at all servicing locations, as well as associated vendor relationships.
• Lead and develop a team that reflects our core values, as well as manage staffing levels and associated expenses.
• Implement strategy and tactics to continuously improve KPIs that improve the customer experience throughout all channels.
• Review the daily statistics across all agents to ensure compliance with all set metrics and measurements of the call center.
• Function as the executive escalation point for team members.
• Maintain and improve Customer Experience operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing analyses; managing system and process improvement and quality assurance programs; installing upgrades.
• Accomplish organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Participate in strategic initiatives; provide insights on customer and team member impact of organizational initiatives.
• Understand and comply with all applicable federal and state laws and regulations (including those related to OFAC and Bank Secrecy Act / Anti-Money Laundering compliance) as well as investor, government, client and LoanCare policies and procedures.
• Ensure that employees, processes, and procedures under area of supervision comply with all applicable federal and state laws and regulations (including those related to OFAC and Bank Secrecy Act / Anti-Money Laundering compliance) and LoanCare policies and procedures.
• Through subordinate managers and supervisors, distributes work assignments to call center agents.
• Performs quality control reviews as needed.
• Manages vendors used in conjunction with departments under management as assigned.
• All other duties as assigned.

Vice President, Collections

Program Manager

• Act as the main influencer/decision maker regarding letter programing logic using Black Knight MSP Online Letter Writer data and LoanCare supplemental files.
• Define, develop, test, analyze and maintain new servicing operations letters in support of business requirements.
• Act as primary resource and subject matter expert for LoanCare’s letter composition tool; Messagepoint
• Coordinate letter programming requirements with business teams to ensure successful implementation to production, reducing regulatory or investor findings.
• Manage a project list, analyze appropriate prioritization based on business need, complexity, and compliance considerations.
• Follow standard processes and use resources appropriately (time, money, and people) to achieve project deliverables and meet project milestones.
• Create and maintain project plans to track the completion and delivery of milestones.
• Provide clear and concise communication to Information Services management regarding required data inputs.
• Identify, document, and communicate project risks and issues, including escalation and identification of mitigation strategies.
• Conduct and facilitate meetings to provide regular and concise project statuses to stakeholders; prepare and deliver status presentations to executive and/or client audiences as required.