Collections Supervisor - OnSite

ID 2024-2780
Job Locations
US-VA-Virginia Beach
Customer Service/Support
Full Time


This is an onsite role in our Virginia Beach Campus, 3637 Sentara Way  Virginia Beach, VA 23452.



Plans, directs, supervises and evaluates work flow for the Collections department. Ensures the collection staff is effectively counseling all delinquent borrowers. Coordinates work activities to achieve the volume expected to meet operational requirements. Recommends operational improvements.  Responsible for day-to-day application of policies and procedures. Monitors performance of staff members according to established standards. Conducts performance evaluations. Trains and coaches staff.



  • Supervises daily operation of the Collection unit, ensuring compliance with departmental policies and procedures and all applicable government, investor and client regulations  
  • Manage and maintain daily operations of the Dialer campaigns
  • Performs collection activity on accounts when subordinates have difficulty collecting.
  • Reviews the department’s collection activity, identifying trends and assessing unit effectiveness 
  • Receives and resolves customer complaints
  • Performs duties related to staff development such as performance evaluations, disciplining employees, and training 
  • Reviews and recommends foreclosure to the Default Management committee   
  • Compiles data and generates ad-hoc reporting for Manager
  • Provides monthly summary to Manager on departmental performance objectives
  • Ensures that 10 calls per month are evaluated for each Loan Counselor in the department
  • Responsible for requesting, creating/preparing, updating/revising, reviewing, testing, finalizing/approving, conduct training and maintain the departments policies and procedures



  • High School Diploma or equivalent required
  • Associates Degree or a combination of education and experience that provides the necessary skills and knowledge to satisfactorily perform the essential job functions
  • Three years collection experience in a mortgage servicing environment
  • Knowledge of Federal, State and local regulations concerning debt collection regulations
  • Minimum of 2 years supervisory experience, managing a team in a high volume, fast paced environment
  • Knowledge of loss mitigation mortgage workouts (i.e. loan modifications, short sale, deed in lieu and foreclosure) 
  • Working knowledge of contact center database applications
  • Experience with Ensemble Pro dialer administration
  • Experience utilizing DataViews for reporting
  • Knowledgeable in scheduling and volume forecasting
  • High level of proficiency with Microsoft Office Suite
  • Excellent written and verbal communication skills
  • Strong team player with a high level of professionalism and initiative
  • Ability to work efficiently in a fast-paced environment where priorities change frequently to meet business needs
  • Strong negotiation skills
  • Strong analytical and problem solving ability
  • Ability to organize, prioritize and allocate workload for optimum efficiency
  • Solves problems with a sense of urgency by recognizing opportunities, understanding risks and acting quickly to overcome obstacles and reach a solution
  • Ability to resolve conflict appropriately and effectively resolve problems


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.





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.




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.





  • Sitting up to 90% of time
  • Walking and standing up to 10% of time
  • Occasional lifting, stooping, kneeling, crouching, and reaching.





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.



<p style="margin: 0px;"><span style="font-size: 12pt; color: #4e4f4f;">Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.</span></p>
Share on your newsfeed