[Hiring] Collections Single Point of Contact @LoanCare

Role Description

We are seeking to fill the role of Single Point of Contact. The ideal candidate enjoys collaborating with clients, industry partners, and internal teams to maximize outcomes for homeowners.

• Maintain and manage loans in loss mitigation as part of the SPOC team
• Answer inbound calls; return voicemail, handle escalations, and all other requests within 24 hours of receipt
• Generate outbound phone calls; when contact is made determine reasons for nonpayment and negotiate payment arrangements
• Explain Loss Mitigation and available options
• Accept payments/organize repayment plans
• Participate in Campaign calls and documentation collection-calling campaigns
• Learn the process of FNMA, FHLMC, FHA, VA, GNMA, and private investors
• Interact with clients and internal departments to address/resolve open items
• Interact with Supervisor and Team Lead to ensure best practices are followed and issues are promptly communicated
• Obtain/evaluate information to handle inquiries and complaints promptly and correctly
• Maintain client/customer focus at all times by taking ownership of inquiries and proactively following through to resolution
• Serve as a point of contact for active-duty military with SCRA protection
• Explain the different processes in the collection, loss mitigation, and foreclosure process
• Review loans on MSP, LPS-PM, and AMS to explain to homeowner where they are in the process
• Direct phone calls to the appropriate party when they are beyond the scope of business
• Participate in continuing education via corporate training courses and online training
• All other duties as assigned.

Qualifications

• High School Diploma or equivalent required
• 2-4 years of experience in mortgage servicing or an equivalent combination of education/experience required
• Proficient in Microsoft Office products (e.g., Word, Excel, Outlook)
• Knowledge of Fair Debt Collection Protection Act
• Excellent written and verbal communication skills
• Ability to learn rules, regulations, and laws to meet state, investor, client, and insurer guidelines
• Strong analytical and problem-solving skills
• Ability to use a dialer system to make/receive phone calls
• Ability to adapt to frequently changing processes and procedures
• Demonstrated ability to provide attention to detail and concern for accuracy/consistency in results
• Ability to work independently and as part of a team
• Ability to multitask and work in a fast-paced environment

Requirements

• LPS experience preferred
• Typing speed of 50 wpm preferred

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, plus access to a tuition reimbursement program that supports your continued education and professional growth

Compensation Range

$25 per hour.