OverviewAre you ready to take your career to the next level? LoanCare, one of the top providers in the mortgage services industry, seeks an individual with a solid work history in the mortgage or real estate industry, to join our team as a Collections Single Point of Contact. The ideal candidate will enjoy working with customers, both internal and external, be detail oriented, and is driven to meet tight deadlines in a fast paced environment. If you are ready for a career and not just your next job, 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 dedicated portfolio of defaulted accounts assigned by the Client Perform financial interviews, create payment plans and discuss loss mitigation options with homeowners in a call center environment Research and escalate any unresolved issues with a customer's account Make outbound calls to make contact with customers to assist in settling delinquency while adhering to policy and guidelines Understand the sense of urgency needed to meet deadlines Meet personal and team production expectations WHO YOU ARE You possess … Ability to work independently and manage a portfolio to meet and exceed goals and deadlines Compassion and a willingness to assist customers Mortgage Call center experience; servicing experience is preferred A penchant for excellence with exceptional attention to detail Excellent writing, typing, and verbal communication skills High energy, positive attitude and excels in a fast-paced environment Computer and software literate with ability to adapt quickly to new technology Ability to comprehend rules, regulations, FDCPA law and methods of collection Must be available to work flexible hours and be willing to work overtime WHO WE ARE About us …
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, its affiliates and subsidiaries, 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, sexual orientation, gender identity or expression (including transgender status), genetic information 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.
ResponsibilitiesDETAILED JOB DUTIES Obtain and evaluate all relevant information to handle inquires and complaints correctly and in a timely manner. Maintain client/customer focus at all times by taking ownership of all inquiries and proactively following through to resolution. Maintain a portfolio of assigned loans to ensure each loan is reviewed on a regular basis for collection attempts, loss mitigation activity, and any foreclosure issues. Provide regular updates. Generate outbound phone calls to initiate contact and work towards resolution of default. Resolution can be obtained by determining reasons for nonpayment, negotiate payment arrangement, assisting with loss mitigation applications or status of current application, and/or discussing other foreclosure prevention options and assistance programs. Answer inbound phone calls from delinquent customers to assist in resolving delinquency by determining the reason for nonpayment, negotiate payment arrangement, assisting with loss mitigation applications or status of current application, and/or discussing and educating the customer on foreclosure prevention options and other assistance options. Be able to educate the customer on the different processes in Collection, Loss Mitigation and Foreclosure. Be able to review the loan on MSP and DLV to explain to the customer where they are in the process or determine the best course of action to resolve the account. Escalate issues via the correct procedure to get resolution. Interact with internal departments to address /resolve open items. Perform skip trace on needed accounts to obtain good contact information for the customer. Be proactive furthering knowledge via corporate training courses an online training. Must be able to work overtime w/without notice to meet business needs and deadlines. As directed by the Supervisor or Manager, cross -train on and perform other functions. Assist in projects or other duties that may be assigned. All other duties as assigned.
QualificationsMINIMUM QUALIFICATIONS Minimum of three years collections, loss mitigation or other mortgage/real estate related experience At least two years of telephone customer contact experience High school diploma or equivalent, required Complete knowledge of relevant federal/state regulations and the Fair Debt Collection Protection Act Ability to learn rules, regulations, laws and methods of collection and skip tracing Excellent analytical, communication, and negotiating skills Ability to work well on a team as well as alone and focus on results; adaptable and flexible Solid PC experience and typing skills Ability to work in a fast-paced multi-functional structured environment Ability to work independently and meet deadlines and goals Ability to use a dialer system to make/receive phone calls WORK CONDITIONS
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. Over time required as necessary.
Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation.ESSENTIAL FUNCTIONS
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.PHYSICAL DEMANDS
Sitting up to 85% of time Walking up to 5% of time Standing up to 5% of time Lifting up to 5% of time. Occasional stooping, kneeling, crouching and reaching.