[Hiring] Customer Solutions Specialist III @LoanCare

Role Description

Looking for a career with purpose and reward? At LoanCare we help customers every day with what is for many their largest and most personal financial transaction: the purchase of their home. With the mission to simplify the complex with empathy and insight, we are constantly innovating and are a top provider in the mortgage services industry as a result.

We are actively seeking to fill the role of Customer Solutions Specialist III. Our ideal candidate enjoys working with clients, both internal and external, eager to learn and maximize results, is detail oriented and driven to meet tight deadlines in a fast-paced environment. Background in the mortgage or real estate industry is a plus. If this sounds like you, and you are ready for a career and not just your next job, apply today!

Responsibilities

• Process and evaluate information to handle inquiries from customers and clients
• Review all consumer question/complaint tasks and tickets daily
• Promptly research and respond to complex customer inquiries
• Track and report customer inquiries to the Supervisor and Manager
• Work with, test, and analyze software utilized for consumer requests; ensure proper function and performance as designed
• Work closely with Client Relations on client inquiries
• Draft communications to internal and external parties
• Assist other Specialists as necessary
• Assist Supervisor with training opportunities for the team as necessary
• Review and resolve research inquiries and customer payment disputes
• Complete all tasks accurately and efficiently
• Maintain client reporting payoffs and manage payoff workstations
• Handle complex projects and research items
• Communicate recognized trends to management for process improvements
• Handle miscellaneous administrative functions
• Back up support for Call Center when needed
• All other duties as assigned

Qualifications

• High School Diploma or equivalent required
• 5+ years of customer service experience (preferably within mortgage servicing or mortgage banking)
• Strong knowledge of mortgage lending/servicing industry
• Must be flexible, organized, and able to manage and prioritize daily assignments
• Ability to manage time and priorities wisely
• Ability to grasp concepts quickly, make sound decisions, and resolve issues
• Ability to work independently with minimal direction and effectively meet deadlines
• Ability to collaborate with peers in a team environment to attain common goals
• Ability to communicate effectively both in writing, in person, and by telephone
• Ability to use Microsoft Office applications (Excel, Word, PowerPoint, etc.)
• Ability to maintain strict confidentiality

Benefits

• Optional medical, dental, vision, life, and disability insurance
• Paid holidays, vacation, and sick leave
• Matching 401(k) plan and employee stock purchase plan
• 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

$19.33 - $28.89 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

If you're ready to grow your career in a place that values your contributions and empowers your success, we invite you to join our team.

About Remote Employment

We provide the necessary equipment; all you need is a quiet, private place in your home and a high-speed internet connection with a minimum network download speed of 25 megabits per second (MBPS) and a minimum network upload speed of 10 MBPS.

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

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.