LoanCare

Customer Support

• Attend and participate in all team meetings
• Perform Quality Control audits on each staff member monthly
• Monitor the pipeline and identify any gaps in our review
• Review foreclosure sale date report and ensure all files with FC sale dates are addressed
• Ensure daily reports are pulled and available to management
• Handle all written and verbal correspondence professionally between the homeowners, client, investor, insurer, subordinate lien holders, real estate agents, consumer credit counseling services, and foreclosure attorneys
• Assist with new hire training, including audit of all files during initial training period
• Able to train and underwrite to all investor guidelines
• Able to react to change productively and handle other essential tasks as assigned
• All other duties as assigned

Closing Support Specialist

Paralegal

• Draft final complaint responses for all client requests, ensuring quality and accuracy, while minimizing risks to the Company
• Ensure all complaints have been properly investigated and resolved in accordance with internal processes and regulatory requirements to minimize operational risk
• Work with the Complaint Response team to obtain additional information if missing from complaint files
• Establish quality control policies and procedures and recommend strategies for supporting customer complaint responses
• Regularly review department workflows, performance impacts and implementation of new processes and strategies affecting the department's quality control standards
• Analyze trends and recommend ways to improve processes to enhance the customer experience
• Prepare or review various reports, forms, correspondence, and logs
• React to change productively and handle other essential tasks as assigned
• All other duties as assigned.

Customer Correspondence Paralegal

Program Manager

• Lead and oversee the Counterpart Risk Management program for clients with whom LoanCare has a potential or existing contract relationship, including affiliates.
• Ensure compliance with ERM policies, risk appetite, applicable regulatory requirements, including NYDFS, CFPB, OCC, Federal Reserve, and FDIC, as well as client expectations.
• Manage day to day departmental activities to ensure successful implementation and ongoing execution of a regulatory compliant counterparty risk program.
• Ensure all client due diligence activities are completed in accordance with LoanCare control standards.
• Identify, assess, and escalate client related risks and issues as appropriate.
• Coordinate and facilitate meetings with operational departments to communicate findings, risks, and remediation plans.
• Analyse regulatory requirements and service provider activities to ensure program governance remains aligned.
• Maintain accurate and complete data within applicable systems to support data integrity, ongoing monitoring, regulatory examinations, audits, and client and investor due diligence requests.
• Develop and maintain professional working relationships with vendors, clients, internal teams, and industry partners.
• Develop, monitor, and report Counterparty Risk metrics to include KPIs, KRIs, and emerging risks.
• Coordinate change management activities across Counterparty Risk teams including Third-Party Risk Management and Sourcing/Procurement.
• Prepare and deliver management reporting on all aspects of the Counterparty Risk program, including monthly status reporting.
• Provide training, guidance, and mentorship to junior staff.
• Serve as backup and escalation support for junior staff as needed.
• Request, develop, update, review, test, finalize, approve, and maintain department policies and procedures, process flows, templates and training materials.
• Escalates non-compliance with regulation, policies and procedures for review and risk acceptance when necessary.
• Support regulatory exams, audits, ratings agency reviews, investor inquiries, and client requests by gathering documentation and drafting responses.
• Stay current on industry trends, regulatory changes, and agency guidance (e.g., CFPB, OCC, HUD) that impact clients and the organization.
• Maintain comprehensive knowledge of and adherence to all applicable investor, government, client, and LoanCare policies, procedures, and requirements.
• Recommend enhancements to processes, procedures, controls, and governance to strengthen risk management effectiveness.
• All other duties as assigned.

Closing Support Specialist

Customer Correspondence Paralegal

Counterparty Risk Program Manager