- Bachelor’s degree in business administration, finance or a related field required, or equivalent education and experience.
- 7+ years of proven experience managing large teams and cross functional departments.
- 10+ years of experience in mortgage servicing or financial services, with a strong background in loss mitigation, SPOC operations and regulatory compliance.
- Knowledge of state and federal laws and regulations applicable to mortgage and consumer lending. Considerable knowledge of loan servicing practices.
- Leadership and management skills with the ability to motivate, mentor, train, coach, evaluate performance, and lead a multi-functional staff in a fast-paced, dynamic environment.
- Experience with telephone, VRU, workforce management systems, agent performance, and customer-facing web applications.
- Ability to enter and extract data from a computer database. Ability to locate data in a computer database for the purpose of researching and resolving customer inquiries.
- Consistent focus on the customer and customer experience.
- Strong communication skills with ability to communicate effectively both in writing and orally, in person and by telephone, with all levels of the organization and with all external parties.
- Strong people skills and people management skills.
- Demonstrated ability to collaborate and foster teamwork.
- Problem solving and critical thinking skills.
- Demonstrated ability to take initiative.
- Strong “Service that Exceeds Expectations” focus.
- Intermediate MS Office skills.
- Ability to deliver impactful and thoughtful presentations.
- Ability to build rapport and make unpopular decisions when necessary.
- Thrive in fast paced changing environments.
Desired Skills and Qualifications
- Master’s Degree preferred or equivalent experience
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.
- Critical Thinking - Use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
- Reading Comprehension – Understand 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 – Communicate verbally with others to convey information effectively.
- Active Learning – Understand the implications of new information for both current and future problem-solving and decision-making.
- Active Listening – Give full attention to what other people are saying, take time to understand the points being made, ask questions for clarity, and don’t interrupt at inappropriate times.
- Instructing – Teach others how to do something.
- Judgment and Decision Making – Consider the relative costs and benefits of potential actions to choose the most appropriate one.
- Time Management – Manage one's own time and the time of others.
- Writing – Communicate effectively in writing as appropriate for the needs of the audience.
- Complex Problem Solving – Identify complex problems and review related information to develop and evaluate options and implement solutions.
- Deductive Reasoning – Able to apply general rules to specific problems to produce answers that make sense.
- Problem Sensitivity – Able 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 – Able to read and understand information and ideas presented in writing.
- Inductive Reasoning – Able to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
- Information Ordering – Able 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 – Able to see details at close range (within a few feet of the observer).
- Oral Comprehension – Able to listen and understand information and ideas presented through spoken words and sentences.
- Oral Expression – Able to communicate information and ideas verbally so others will understand.
- Speech Recognition – Able to identify and understand the speech of another person.
- Speech Clarity – Able to speak clearly so others can understand you.
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
- Sitting up to 90% of the time
- Walking and standing up to 10% of the time
- Occasional lifting, stooping, kneeling, crouching, and reaching
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.
