re you a motivate self-started that enjoys attention to detail? LoanCare, one of the leading national providers of full service subservicing and interim subservicing in the mortgage industry, seeks an individual. The ideal candidate will be a dynamic individual who supports our mission while consistently delivering exceptional service. If you possess a presence and confidence in your ability to promote our core values of entrepreneurship and empowerment, now is the time to join our team and become a part of something big.
A DAY IN THE LIFE
In this role, you will
Manage a pipeline of Foreclosure, Bankruptcy, and Loss Mitigation related documents
Prepare, Notarize, and/or execute documents as part of the default cycle
Complete quality review forms in conjunction with daily actions
Document system of record with tracking information and log codes
Upload records to imaging system
WHO YOU ARE
A penchant for excellence. You will never settle for a lesser standard.
High desire to learn multiple aspects of mortgage default servicing.
Structured approach to pipeline management.
Considerable attention to detail.
The ability to work as part of a team and independently to accomplish daily tasks.
WHO WE ARE
LoanCare, a ServiceLink company, is a leading national provider of full service subservicing and interim subservicing to the mortgage industry and has offered its expertise and best practices in providing servicing solutions for others since 1991. At the present time, LoanCare subservices over 1 million loans in 50 states. LoanCare has a seasoned loan servicing team with senior managers averaging nearly 30 years of experience in the mortgage and financial services industry.
LoanCare is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, or any other characteristic protected by applicable law.
Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation.
DETAILED JOB DUTIES
Handle inbound and outbound calls from customers in a fast-paced environment, while maintaining established performance metrics expectations and delivering quality service to our customers
Take ownership of the Customer Experience, as well as demonstrate attributes in accordance with the LoanCare Brand Experience expectations
Utilize good judgment and understanding of process and procedures to effectively make decisions to resolve customer issues
Obtain and evaluate all relevant information to handle inquiries and complaints accurately and efficiently
Accurately track and document all communications with customers to provide a detailed history of contact
Assist with identifying root causes and explain the best solution to resolve customer concerns in an expedient manner
Achieve monthly individual and team based targeted performance goals
Follow escalation procedures to address customer concerns requiring additional research or resources to resolve
Direct requests and unresolved issues to the designated resource
All other duties as assigned
High school diploma, general education degree or equivalent
Two (2) years of Call Center or Customer Service experience preferred
Knowledge of customer service principles and practices
Excellent communication skills
Attention to detail and accuracy
Problem-solving skills and problem analysis
Basic mortgage product knowledge preferred
Working conditions are normal for an office environment. Ability to attend work and be productive during normal business hours and to work early, late or weekend hours as needed for successful job performance.
Overtime Required as necessary
Critical Thinking Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Reading Comprehension Understanding written sentences and paragraphs in work related documents.
English Language Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
Speaking Talking to others to convey information effectively.
Active Learning Understanding the implications of new information for both current and future problem-solving and decision-making.
Active Listening Giving full attention to what other people is saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Instructing Teaching others how to do something.
Judgment and Decision Making Considering the relative costs and benefits of potential actions to choose the most appropriate one.
Time Management Managing one's own time and the time of others.
Writing Communicating effectively in writing as appropriate for the needs of the audience.
Complex Problem Solving Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
Deductive Reasoning The ability to apply general rules to specific problems to produce answers that make sense.
Problem Sensitivity The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
Written Comprehension The ability to read and understand information and ideas presented in writing.
Inductive Reasoning The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
Information Ordering The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
Near Vision The ability to see details at close range (within a few feet of the observer).
Oral Comprehension The ability to listen to and understand information and ideas presented through spoken words and sentences.
Oral Expression The ability to communicate information and ideas in speaking so others will understand.
Speech Recognition The ability to identify and understand the speech of another person.
Speech Clarity The ability to speak clearly so others can understand you.
Sitting up to 95% of time
Walking up to 5% of time
Occasional standing, stooping, kneeling, crouching and reaching
Servicelink, A Black Knight Company