Borrower Resolution Specialist

LoanCare

Borrower Resolution Specialist conducting research and proactive outreach for borrower issues. Resolving borrowing concerns while maintaining documentation to ensure compliance with guidelines.

Posted 7/13/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $22 - $38 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in mortgage servicing and customer service principles, with a strong focus on effective communication, problem-solving, and compliance with regulatory guidelines. Proficient in utilizing ICE products and Microsoft Office to enhance customer interactions and maintain accurate documentation.

Highest-signal resume keywords

Mortgage Servicing ExperienceCustomer Service PrinciplesProficient in ICE ProductsExcellent Communication SkillsAttention to Detail

ATS Keywords

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Applicant Tracking System Keywords

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

Hard Skills

Mortgage Products KnowledgeEscrow ManagementPayment ApplicationAnalytical AbilityProblem-Solving Skills

Soft Skills

Interpersonal SkillsEmpathetic CommunicationDe-Escalation Techniques

Tools & Technologies

MSPLoanSphereMicrosoft Office

Certifications & Qualifications

High School Diploma or Equivalent

Industry Keywords

Regulatory ComplianceCustomer Interaction DocumentationData Security Protocols

About the role

Key responsibilities & impact

Reviewing borrower concerns, conducting detailed research, and providing proactive outreach
Analyzing written borrower complaints received through regulatory agencies, clients, and executive escalation channels
Initiating proactive outreach to borrowers to acknowledge concerns and gather additional information
Utilizing effective de-escalation techniques to manage emotionally charged interactions
Conducting ongoing communications, including callbacks, to confirm research status and resolution
Maintaining accurate and comprehensive documentation of all customer interactions
Ensuring compliance with applicable federal, state, investor, and company guidelines
Protecting sensitive customer information by adhering to confidentiality requirements and data security protocols.

Requirements

What you’ll need

High School Diploma or equivalent required
3-5 years of mortgage servicing experience
Expert and proven knowledge of customer service principles and practices
Strong interpersonal skills with a proven ability to communicate empathetically and effectively
Highly advanced knowledge of mortgage products and servicing, including escrow, taxes, and payment application
Proficient in ICE products, including but not limited to MSP & LoanSphere
Proficient in Microsoft Office applications
Analytical ability to apply data and information to all processes and solutions
Ability to provide consistent engagement in customer and brand experience.
Excellent communication skills
Excellent attention to detail and accuracy.
Excellent problem-solving skills and problem analysis.
Ability to troubleshoot complex issues and deliver results quickly.

Benefits

Comp & perks

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
Access to a tuition reimbursement program that supports your continued education and professional growth.