Borrower Resolution Specialist- Remote

Responsibilities

• Analyze written borrower complaints received through regulatory agencies, clients, and executive escalation channels.
• Review system records, payment histories, and loan documentation to develop a clear understanding of the borrower’s concerns.
• Initiate proactive outreach to borrowers to acknowledge concerns and gather additional details as needed.
• Utilize effective de-escalation techniques to manage emotionally charged interactions and restore customer confidence.
• Communicate next steps, expectations, and outcomes in a clear, professional, and empathetic manner.
• Conduct ongoing communications, including callbacks, to confirm research status, resolution and address ongoing servicing needs or escalated matters as directed.
• Take ownership of the overall customer experience, consistently demonstrating and promoting LoanCare brand standards.
• Maintain accurate and comprehensive documentation of all customer interactions to ensure a complete case history.
• Meet or exceed established productivity, schedule adherence, and quality performance standards.
• Ensure all customer interactions and resolutions comply with applicable federal, state, investor, and company guidelines.
• Protect sensitive customer information by adhering to confidentiality requirements and data security protocols.

Qualifications

• A 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, building trust and confidence with borrowers during complex or sensitive situations.
• 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.

Desired Skills And Qualifications

• 4 years of call center or customer service experience preferred.

Total Rewards Package

Total Rewards Package includes:

• Health & Welfare Coverage: Optional medical, dental, vision, life, and disability insurance.
• Time Off: Paid holidays, vacation, and sick leave.
• Retirement & Investment: Fidelity National Financial matching 401(k) and employee stock purchase plans.
• Wellness Programs: Access to mental health resources, including free Calm memberships, and initiatives that promote physical and emotional well-being.
• Employee Recognition: Programs that celebrate achievements and milestones.
• Lifestyle & Learning Perks: 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

Compensation Range: $22.45 - $37.69 per hour. Actual compensation may vary within the range provided, depending on a number of factors, including qualifications, skills and experience.

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.

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.