LoanCare

Collections Single Point of Contact, 11AM-8PM EST Shift

LoanCare

full-time

Posted on:

Location Type: Remote

Location: United States

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 $25 per hour

About the role

  • Maintain and manage loans in loss mitigation as part of the SPOC team
  • Answer inbound calls; return voicemail, handle escalations, and all other requests within 24 hours of receipt
  • Generate outbound phone calls; when contact is made determine reasons for nonpayment and negotiate payment arrangements
  • Explain Loss Mitigation and available options
  • Accept payments/organize repayment plans
  • Participate in Campaign calls and documentation collection-calling campaigns
  • Learn the process of FNMA, FHLMC, FHA, VA, GNMA, and private investors
  • Interact with clients and internal departments to address/resolve open items
  • Interact with Supervisor and Team Lead to ensure best practices are followed and issues are promptly communicated
  • Obtain/evaluate information to handle inquiries and complaints promptly and correctly
  • Maintain client/customer focus at all times by taking ownership of inquiries and proactively following through to resolution
  • Serve as a point of contact for active-duty military with SCRA protection
  • Explain the different processes in the collection, loss mitigation, and foreclosure process
  • Review loans on MSP, LPS-PM, and AMS to explain to homeowner where they are in the process
  • Direct phone calls to the appropriate party when they are beyond the scope of business
  • Participate in continuing education via corporate training courses and online training
  • All other duties as assigned.

Requirements

  • High School Diploma or equivalent required.
  • 2-4 years of experience in mortgage servicing or an equivalent combination of education/experience required
  • Proficient in Microsoft Office products (e.g., Word, Excel, Outlook)
  • Knowledge of Fair Debt Collection Protection Act
  • Excellent written and verbal communication skills
  • Ability to learn rules, regulations, and laws to meet state, investor, client, and insurer guidelines
  • Strong analytical and problem-solving skills
  • Ability to use a dialer system to make/receive phone calls
  • Ability to adapt to frequently changing processes and procedures
  • Demonstrated ability to provide attention to detail and concern for accuracy/consistency in results
  • Ability to work independently and as part of a team
  • Ability to multitask and work in a fast-paced environment.
Benefits
  • Optional medical, dental, vision, life, and disability insurance
  • Paid holidays, vacation, and sick leave
  • Fidelity National Financial matching 401(k) and employee stock purchase plans
  • Access to mental health resources, including free Calm memberships
  • Discounts on gym memberships, pet insurance, and employee purchasing programs
  • Tuition reimbursement program that supports 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
mortgage servicingloss mitigationpayment arrangementscollection processforeclosure processanalytical skillsproblem-solving skillsattention to detailmultitaskingdialer system
Soft Skills
communication skillscustomer focusownershipteamworkadaptabilityindependenceaccuracyconsistencyescalation handlingproactive follow-through