LoanCare

Collections Team Lead

LoanCare

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $20 - $34 per hour

Job Level

Senior

About the role

  • 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

Requirements

  • High School Diploma or equivalent required
  • 3 year of collections, loss mitigation, or other mortgage/real estate related experience required
  • 2 years of telephonic customer contact experience preferred
  • Complete knowledge of relevant federal regulations and/or the Fair Debt Collection Protection Act
  • Ability to learn rules, regulations, laws, and methods of collection and skip tracing
  • Excellent analytical, communication, and negotiating skills
  • Adaptable and flexible with the ability to work well on a team and focus on results
  • Ability to structure a deal that serves the best interest of the organization, insurer, and client
  • Excellent computing experience and typing skills
  • Ability to work in a structured environment
  • Ability to use a dialer system to make/receive phone calls
  • Demonstrated ability to provide attention to detail, accuracy, and consistency in results.
Benefits
  • Health & Welfare Coverage: Optional medical, dental, vision, life, and disability insurance
  • Time Off: Paid holidays, vacation, and sick leave
  • Retirement & Investment: Matching 401(k) plan and employee stock purchase plan
  • Wellness Programs: Access to mental health resources, including free Calm memberships, and initiatives that promote physical and emotional well-being
  • Employee Recognition: Programs that celebrate achievements and milestones
  • Lifestyle & Learning Perks: Enjoy discounts on gym memberships, pet insurance, and employee purchasing programs, plus access to a tuition reimbursement program that supports your continued education and professional growth.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
collectionsloss mitigationskip tracingtelephonic customer contactcash postinganalytical skillsnegotiating skillstyping skillsattention to detailaccuracy
Soft Skills
communicationadaptabilityflexibilityteamworkresults-oriented