Collections Team Lead - Onsite

Overview

Are 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 Team Lead. 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

Responsibilities

• Perform call overflow, suspense reporting, client relations follow-up, and other duties assigned by a supervisor
• Handle calls related to delinquency in accordance with government, investor, and client guidelines to prevent foreclosure and financial losses to the investor
• Assist with daily team meetings by discussing issues brought to management’s attention through emails, listening to calls, conversations on the floor, or performing monitoring to improve/clarify processes
• Respond to agent questions within the Floor Center
• Review Collections General voicemail daily
• Review COLCSH tasks and respond with cash posting instructions through task
• Review Formstorm, submitting directions through the application, advising clients of payment received and status of loan
• Perform Skip Trace Tasks as needed using web sources and update loans with discovered information
• Review received e-Faxes and submit research and/or reversals to cash departments
• Complete COLESC tasks by reviewing loan for issue and respond to the respective agent if additional information is needed
• Handle escalated calls, noting issues with client’s loan and submit task for additional work if needed
• Receive/review paper Loss Mitigation Escalation forms; forward to ALD for review before forwarding to the Loss Mitigation Supervisor
• Review email from departments that require follow-up, calls to borrower, and/or emails to clients as needed for resolution or clarification of issue; respond to original department with resolution
• Assist with call monitoring
• Respond to Footprints Tickets from Client Relations that require follow-up within 24 hours
• All other duties as assigned

Qualifications

• • High School Diploma or equivalent required
  • 3 year of collections, loss mitigation, or other mortgage/real estate related experience required
  • 2 years of telephonic customer contact experience preferred
  • Complete knowledge of relevant federal regulations and/or 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
  • Adaptable and flexible with the ability to work well on a team and focus on results
  • Ability to structure a deal that serves the best interest of the organization, insurer, and client
  • Excellent computing experience and typing skills
  • Ability to work in a structured environment
  • Ability to use a dialer system to make/receive phone calls
  • Demonstrated ability to provide attention to detail, accuracy, and consistency in results

Who We Are

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.

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.