• Provide leadership to the Office of the Customer response department staff and develop growth opportunities within the department
• Coach, counsel, develop and mentor staff
• Handle administrative functions related to Human Resources (e.g. scheduling time off,performance reviews, etc.)
• Ensure quality and timeliness of Complaint responses
• Supervise staff responsible for responding to Correspondences from all channels (written, email,social media, et al)
• Implement and monitor key controls and manage appropriate operational risks related to Client complaints
• Regularly review department workflows, performance impacts, and implementation of new processes and strategies affecting the department
• Ensure initial quality of all Correspondence responses and categorization
• Establish group policies and procedures and recommend strategies and priorities for supporting SLA deliverables
• Manage and ensure timely research turn times and responses for all departments involved with the Correspondence
• Oversee staffing volume and recommend revisions as needed to ensure quality and timeliness for all Clients
• Ensure adherence to Regulatory guidelines involving Complaint response
• All other duties as assigned.
• High School Diploma or equivalent required.
• 7+ years Mortgage Servicing and MSP experience.
• 3+ years supervisory experience
• Experience in supervising high-volume workloads while maintaining service levels
• Proven written and verbal communication skills
• Strong knowledge of loan servicing (Foreclosure, Cash, Loss Mitigation, Bankruptcy, and Escrow department guidelines)
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.
Essential Functions
Basic job duties an employee must be able to perform with, or without, reasonable accommodation.
Work Conditions
Able 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.
Physical Demands
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.
Who We Are
LoanCare is a top national provider in mortgage loan subservicing. For 40 years, LoanCare has been servicing loans for banks, credit unions, independent mortgage companies, and portfolio investors. LoanCare is part of Fidelity National Financial (NYSE: FNF), a Fortune 500 company and leading provider of title insurance and transaction services to the real estate and mortgage industries. For more information, visit loancare.com.
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