[Hiring] Bankruptcy Customer Service Team Lead @LoanCare

Role Description

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 Bankruptcy Customer Service 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.

• Handle inbound calls from customers in active and inactive Bankruptcy
• Perform customer verifications
• Effectively communicate with customers via telephone, email and chat
• Provide information in response to inquiries about mortgage products and services for customers in active Bankruptcy
• Obtain and evaluate all relevant information to handle inquiries and complaints
• Maintain customer records by updating account information
• Research and resolve customer inquiries related to escrow trial and final analysis
• Assist with identifying root causes and explain the best solution to resolve customer concerns in an expedient manner
• Contributes to team effort by accomplishing related results as needed
• Direct requests and unresolved issues to the designated resource
• Assist Bankruptcy Customer Service Specialists with calls
• Handle escalated calls in a professional manner, while resolving customer concerns
• Communicate via phone and with Customer Service Representatives and Supervisors
• Analyze customer inquiries on the phone and/or understand written correspondence
• All other duties as assigned

Qualifications

• High School Diploma or equivalent required
• Minimum of 4 years of experience in a customer service call center environment
• Minimum of 3 years of Bankruptcy, Loss Mitigation, Collections or Foreclosure experience
• General knowledge of mortgage lending/servicing industry
• Must be flexible, organized and have the ability to manage and prioritize daily assignments
• Project management skills
• Analytical with the ability to detect problems in workflow procedures and make recommendations to management to rectify problems or expedite services

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, and initiatives that promote physical and emotional well-being
• Programs that celebrate achievements and milestones
• Enjoy discounts on gym memberships, pet insurance, and employee purchasing programs
• Access to a tuition reimbursement program that supports your continued education and professional growth

Compensation Range

$20.43 - $34.28 per hour. Actual compensation may vary within the range provided, depending on a number of factors, including qualifications, skills and experience.

Company Description

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