Remote Loan Counselor I

Overview:

Are you an experienced Customer Service or Collections professional motivated to leverage a customer centric approach to assist home owners in a highly visible position? 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 Loan Counselor I. The ideal candidate will enjoy working with clients 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…

• Offer solutions to customers who are delinquent on their mortgage loan
• Establish communication with an authorized party
• Use an advanced telephony system
• Make decisions to resolve the customer’s home loan concerns
• Gather critical data and enter on a servicing platform
• Promote the customer experience

WHO YOU ARE

You possess …

• The ability to demonstrate exceptional listening skills, while displaying professionalism and empathy for our customer's individual needs and situations
• A welcoming and friendly phone presence
• An ownership approach to every situation
• An ability to utilize the resources at hand to resolve the customer’s home loan concerns
• The analytical ability to match the appropriate solution to the customer’s hardship
• A proficiency in short hand to memorialize customer conversations on the servicing platform
• A desire to educate the customer on ways to self-serve
• The willingness to perform at the highest standard

WHO WE ARE

About us …

LoanCare is a top national provider in mortgage loan subservicing. The Company has been servicing loans for over 30 years and are known for superior customer support and digital innovation. Over $300 billion in asset value is managed by the team. LoanCare is part of Fidelity National Financial (NYSE: FNF), a leading provider of title insurance and transaction services to the real estate and mortgage industries.

• Promote the customer experience by offering high-quality solutions to customers who are delinquent on their mortgage loan
• Gather critical data, enter on a servicing platform, and make decisions to resolve customer home loan concerns
• Use an advanced telephony system and engage in inbound and outbound customer communication in a call center environment
• Process payments and evaluate accounts for customers up to 60 days delinquent
• Perform financial interviews to offer solutions/opportunities for the customer to avoid serious delinquency
• Update the system of record with information received from each customer interaction
• Perform all duties in accordance with company policies, procedures, and state/federal laws
• All other duties as assigned

• High School Diploma or equivalent required
• 1 year of customer contact experience, collections, loss mitigation, or other mortgage-related experience preferred
• Strong computing and typing skills
• Proficient in basic mathematics
• Ability to learn company policies, procedures, and state/federal laws
• Excellent analytical, communication, and negotiating skills
• Ability to work well on a team within a structured environment
• Aptitude to use a telephony system
• Demonstrated ability to provide attention to detail and concern for accuracy/consistency in results

ESSENTIAL FUNCTIONS

Basic job duties an employee must be able to perform with, or without, reasonable accommodation.

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.

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. Overtime required as necessary. Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation.

PHYSICAL DEMANDS

• Sitting up to 90% of time
• Walking and standing up to 10% of time
• Occasional lifting, stooping, kneeling, crouching, and reaching.

EQUAL EMPLOYMENT OPPORTUNITY

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.