LoanCare

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.

Mortgage Call Center Representative

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.

LoanCare

Mortgage Call Center Representative

Product Analyst

Business Continuity and Disaster Recovery Analyst

Recruiting Manager