At LoanCare, we don’t just service mortgage loans—we serve people. As a leading full-service mortgage loan subservicer, we deliver excellence to banks, credit unions, independent mortgage companies, investors, and the homeowners they support. Backed by the strength and stability of Fidelity National Financial (NYSE: FNF), a Fortune 500 company, we offer a career foundation built on integrity, innovation, and collaboration. A culture that helps you thrive, with resources and support to fuel your growth. Flexibility to work remotely, while staying connected through virtual engagement. Opportunities to make a real impact in an industry that touches millions of lives.
Borrower Resolution Specialist
Location
United States
Posted
6 days ago
Salary
$22 - $37 / hour
Seniority
Senior
Job Description
Borrower Resolution Specialist
LoanCare
• Reviewing borrower concerns, conducting detailed research, and providing proactive outreach • Analyzing written borrower complaints received through regulatory agencies, clients, and executive escalation channels • Initiating proactive outreach to borrowers to acknowledge concerns and gather additional information • Utilizing effective de-escalation techniques to manage emotionally charged interactions • Conducting ongoing communications, including callbacks, to confirm research status and resolution • Maintaining accurate and comprehensive documentation of all customer interactions • Ensuring compliance with applicable federal, state, investor, and company guidelines • Protecting sensitive customer information by adhering to confidentiality requirements and data security protocols.
Job Requirements
- High School Diploma or equivalent required
- 3-5 years of mortgage servicing experience
- Expert and proven knowledge of customer service principles and practices
- Strong interpersonal skills with a proven ability to communicate empathetically and effectively
- Highly advanced knowledge of mortgage products and servicing, including escrow, taxes, and payment application
- Proficient in ICE products, including but not limited to MSP & LoanSphere
- Proficient in Microsoft Office applications
- Analytical ability to apply data and information to all processes and solutions
- Ability to provide consistent engagement in customer and brand experience.
- Excellent communication skills
- Excellent attention to detail and accuracy.
- Excellent problem-solving skills and problem analysis.
- Ability to troubleshoot complex issues and deliver results quickly.
Benefits
- 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.
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