LoanCare

Collections

• Contact borrowers via phone, email, and written correspondence to resolve delinquent mortgage accounts.
• Negotiate payment arrangements, repayment plans, and offer loss mitigation options in accordance with company policies and investor guidelines.
• Maintain accurate and detailed records of borrower interactions and account status.
• Monitor and manage assigned portfolio to meet performance goals and minimize losses.
• Collaborate with internal departments such as Customer Service, Loss Mitigation, and Foreclosure to ensure seamless servicing for the customer.
• Ensure compliance with federal, state, and investor regulations including FDCPA, TCPA, RESPA, and CFPB guidelines.
• Identify and escalate high-risk accounts or potential fraud cases.
• Participate in ongoing training and development to stay current with industry changes and best practices.
• Ability to work in a fast-paced, structured environment with an emphasis on quality and productivity.
• Complete other duties and projects as assigned by your supervisor.

Mortgage Collections

Customer Support

• Supervise the performance of Call Center Teams to ensure Customer Experience Specialists meet or exceed performance standards by reviewing all relevant daily, weekly, and monthly reports
• Manage daily operations of the customer service team and provide feedback by monitoring all correspondence, including chats and emails
• Oversee, mentor, advise, and develop Customer Experience Specialists while consistently upholding professional conduct and respect
• Analyze quality monitoring reports to identify and address employee development opportunities
• Manage administrative tasks related to Human Resources, including scheduling, processing time off reports, conducting performance reviews, ensuring timecard accuracy, and handling disciplinary actions
• Ensure thorough and precise documentation of all employee interactions / meetings and records
• Monitor and manage operational risks by ensuring key controls are effectively implemented
• Maintain expert knowledge in the Fair Credit Reporting Act guidelines
• Regularly review and comprehend departmental policies, procedures, training, communications, workflows, performance impacts, and implementation of new processes/strategies affecting the Call Center
• Handle escalated calls as needed and investigate / resolve customer complaints as applicable, while maintaining accurate reporting logs
• All other duties as assigned.

Customer Service Supervisor

Auditor

• Develop and execute risk-based audit procedures to evaluate the design and effectiveness of business processes and related technologies
• Prepare clear and complete reports of audit findings for presentation to management
• Perform effective risk and control assessments and analyses
• Execute audit procedures, perform detail analysis, and document results of assigned audit activities
• Create work products (e.g., audit analyses, correspondence, memoranda, etc.) that document engagement procedures performed, findings, and results
• Identify, research, and document issues and provide insight on recommendations to management
• Ensure audit work papers are adequately documented and audit evidence is sufficient to determine that controls are in place
• Participate in and lead audit meetings to review/discuss audit findings and present recommended procedure and process changes
• Research and remain updated on compliance, state/federal regulations, new audit regulations/trends, and audit methodology
• Understand and apply internal audit methodologies
• All other duties as assigned

Staff Auditor II

• Research and complete complex or escalated requests received through various channels within established guidelines and quality standards.
• Process and post funds accurately and efficiently.
• Review, decision, and process complex exception payments/funds as required.
• Review detection reports and process loan adjustments as needed.
• Act as a point of contact for inquiries and concerns regarding payments.
• Research and resolve outstanding items in clearing accounts.
• Perform data and/or documentation gathering, root cause analysis and trends.
• Assist management with projects and procedural or policy updates.
• Run MSP scripts and/or mass trans as needed.
• Deliver training and support to team members to enhance their skills and performance.
• Collaborate with other departments as needed to ensure accurate payment processing.
• Escalate critical or significant issues, or unusual circumstances, to leadership and follow through to resolution.
• Ensure compliance with applicable regulations and company policies.

Cashiering Support Specialist

Mortgage Collections – Temp to Hire

Insurance

• Prepare mortgage insurance claims for two or more agencies- or investor-acquired properties.
• Complete reconciliation of all advances to be included in the claim.
• Assist in conducting internal department quality control audits of post claim activity.
• 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.
• Conduct research for post-claim activities such as “missing documents and/or agency inquiries”.
• Complete tasks queue and notate internal system accordingly.

Claims Specialist II

Vice President

• 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.

Vice President, Single Point of Contact

• 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
• Follow up and track payment of filed claims
• Conduct miscellaneous research to complete daily tasks

Claims Specialist III

Paralegal

• Conduct law research, investigating facts, assisting in discovery, and preparing legal documents in the areas of mortgage servicing litigation, escalated claims, foreclosure, bankruptcy, and escrow servicing
• Report to an attorney and work closely with other Legal and Compliance professionals to research, acquire, and renew mortgage servicing licenses in multiple states
• Prepare litigation summaries and assist attorney with collecting information in response to discovery requests
• Support efforts to ensure that LoanCare, LLC remains current and in good standing with all relevant licensing agencies
• Assist attorneys by communicating with outside counsel regarding case progress and resolution of cases through alternative dispute resolution procedures and pretrial settlements
• Prepare and maintain binders and other recordkeeping strategies for document-intensive departmental projects
• Conduct research in varieties of media such as Westlaw, FileOnQ, law digests, internal practice manuals, loan files, and LoanCare’s proprietary systems as requested
• Assist in gathering data and preparing information for internal/external attorney requests
• Identify, document, communicate, and escalate legal risks/issues and mitigation strategies
• Interfaces with all areas of the company

Paralegal – Licensing

• Plans, directs, supervises and evaluates work flow for the Collections department.
• Ensures the collection staff is effectively counseling all delinquent borrowers.
• Coordinates work activities to achieve the volume expected to meet operational requirements.
• Recommends operational improvements.
• Responsible for day-to-day application of policies and procedures.
• Monitors performance of staff members according to established standards.
• Conducts performance evaluations.
• Trains and coaches staff.
• Supervises daily operation of the Collection unit, ensuring compliance with departmental policies and procedures and all applicable government, investor and client regulations
• Manage and maintain daily operations of the Dialer campaigns
• Performs collection activity on accounts when subordinates have difficulty collecting.
• Reviews the department’s collection activity, identifying trends and assessing unit effectiveness
• Receives and resolves customer complaints
• Performs duties related to staff development such as performance evaluations, disciplining employees, and training
• Reviews and recommends foreclosure to the Default Management committee
• Compiles data and generates ad-hoc reporting for Manager
• Provides monthly summary to Manager on departmental performance objectives
• Ensures that 10 calls per month are evaluated for each Loan Counselor in the department
• Responsible for requesting, creating/preparing, updating/revising, reviewing, testing, finalizing/approving, conduct training and maintain the departments policies and procedures

Collections Supervisor

• Manage, coach, counsel, and develop assigned staff in the mortgage insurance, loss draft, and property insurance division.
• Oversee insurance vendor(s), which includes monitoring scorecards, performance, and conducting quality control audits.
• Ensure compliance with mortgage insurance, loss draft, and property insurance regulatory requirements.
• Oversee division 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 Insurance Manager

Product Analyst

• Translate business needs into clear, actionable requirements using user stories, features, epics, use cases, and/or functional specifications.
• Break down complex features and epics into smaller user stories with acceptance criteria.
• Liaise between product, development and testing teams to ensure timely delivery of enhancements and bug fixes.
• Track progress, clarify requirements and support troubleshooting through the development lifecycle.
• Conduct interviews, workshops, and feedback sessions with internal users to understand pain points and incorporate findings into product planning.
• Assist during development and testing phases by reviewing deliverables, validating functionality against requirements and coordinating user acceptance testing (UAT).
• Partner with scrum master to define project scope, timelines, and resource needs; evaluate trade-offs and prioritize features.
• Inform product decisions with strong understanding of mortgage industry practices and regulatory changes.
• All other duties as assigned.

Call Center Representative

• 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.