Customer Solutions Manager

LoanCare

Customer Solutions Manager overseeing department operations and improving customer outcomes in mortgage servicing. Collaborating with clients and internal teams to deliver excellent service.

Posted 7/14/2026full-timeRemote • 🇺🇸 United StatesSeniorLead💰 $64,800 - $121,500 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership and management capabilities in the mortgage lending and servicing industry, with a focus on compliance with state and federal regulations. Proficient in budget preparation, operational oversight, and effective communication to drive departmental success.

Highest-signal resume keywords

Leadership SkillsMortgage Lending KnowledgeState/Federal Regulations ComplianceBudget PreparationOperational Management

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 ServicingData AnalysisQuality ControlWorkflow ProcessesOperational Cost Management

Soft Skills

CoachingCollaborationEffective CommunicationTime ManagementProblem Solving

Tools & Technologies

Microsoft OfficeTracking Systems

Industry Keywords

Consumer LendingCFPB ComplianceInvestor ReportingConsumer Complaints ManagementDepartment Procedures

About the role

Key responsibilities & impact

Manage, coach, counsel and develop department operations and assigned and staff
Review consumer complaints and responses; ensure responses are prompt and adhere to state/federal regulations
Ensure information requests from consumers are in compliance with CFPB requirements
Provide monthly consumer information request trends and reports to senior management
Maintain accurate investor reporting requirement records as specified in servicing agreements; ensure changes requested by investors are implemented
Establish procedures for the department and ensure proper controls are in place
Establish metrics/goals for research and mortgage resolution staff; manage achievement of goals
Support the Call Center on escalated issues and consumer improvement initiatives
Report to government agencies as required
Remain updated on loan servicing government regulations
Manage internal tracking systems and processes
Distribute work assignments to Special Loans staff through subordinate supervisors
Perform quality control reviews as needed
Prepare the department annual budget, expectations, and goals
Manage vendors used in departments under management
Develop products used in departments under management and assist in promoting those products
Request, create/prepare, update/revise, review, test, finalize/approve, and maintain the department’s policies and procedures; conduct training

Requirements

What you’ll need

High School Diploma or equivalent required.
Strong leadership skills with the ability to train/coach and mentor staff
Strong knowledge of mortgage lending/servicing industry
Strong knowledge of state/federal laws and regulations applicable to mortgage and consumer lending
Strong knowledge of workflow processes, staffing needs, and operational costs in a collections operation
Ability to prepare an operating budget and anticipate/explain variances
Ability to apply data/information to the solution of administrative and operating problems
Ability to manage time and priorities wisely
Ability to grasp concepts quickly, make sound decisions, and resolve issues
Ability to work independently with minimal direction and effectively meet deadlines
Ability to collaborate with peers in a team environment to attain common goals
Ability to communicate effectively in writing, in person, and by telephone
Ability to use Microsoft Office applications (Excel, Word, PowerPoint, etc.)
Ability to maintain strict confidentiality.

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.