Description review
Collections Support Specialist Remote 12PM-9PM EST
LoanCare · United States · back to the listing
HR standards
59/100
needs work
Title ↔ description
39/100
poor
Reads as
Customer Support
93% confident
What this role officially is
customer service representative — ESCO, the EU occupation classification
Customer service representatives handle complaints and are responsible for maintaining overall goodwill between an organisation and its customers. They manage data regarding customer satisfaction and report it.
Also known as: customer complaints handler, customer feedback representative, customer experience manager, assistant customer service representative, graduate customer service representative, information office worker
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What the listing never says
- 41 bullet points. Long requirement lists deter qualified candidates, who read them as hard gates. Scope clarity
- No location or timezone policy stated, so a candidate cannot tell where they may work from. Scope clarity
The listing, marked up
Overview
Are you ready to take your career to the next level? LoanCare, one of the top providers in the mortgage services industry, seeks an individual with a solid work history in the mortgage or real estate industry to join our team as a Collections Team Lead. The ideal candidate will enjoy working with clients both internal and external, be detail-oriented, and is driven to meet tight deadlines in a fast-paced environment. If you are ready for a career and not just your next job, now is the time to join our team and become a part of something big
Responsibilities
• Perform call overflow, suspense reporting, client relations follow-up, and other duties assigned by a supervisor
• Handle calls related to delinquency in accordance with government, investor, and client guidelines to prevent foreclosure and financial losses to the investor
• Assist with daily team meetings by discussing issues brought to management’s attention through emails, listening to calls, conversations on the floor, or performing monitoring to improve/clarify processes
• Respond to agent questions within the Floor Center
• Review Collections General voicemail daily
• Review COLCSH tasks and respond with cash posting instructions through task
• Review Formstorm, submitting directions through the application, advising clients of payment received and status of loan
• Perform Skip Trace Tasks as needed using web sources and update loans with discovered information
• Review received e-Faxes and submit research and/or reversals to cash departments
• Complete COLESC tasks by reviewing loan for issue and respond to the respective agent if additional information is needed
• Handle escalated calls, noting issues with client’s loan and submit task for additional work if needed
• Receive/review paper Loss Mitigation Escalation forms; forward to ALD for review before forwarding to the Loss Mitigation Supervisor
• Review email from departments that require follow-up, calls to borrower, and/or emails to clients as needed for resolution or clarification of issue; respond to original department with resolution
• Assist with call monitoring
• Respond to Footprints Tickets from Client Relations that require follow-up within 24 hours
• All other duties as assigned1
Qualifications
• High School Diploma or equivalent required
• 3 year of collections, loss mitigation, or other mortgage/real estate related experience required
• 2 years of telephonic customer contact experience preferred
• Complete knowledge of relevant federal regulations and/or the Fair Debt Collection Protection Act
• Ability to learn rules, regulations, laws, and methods of collection and skip tracing
• Excellent analytical, communication, and negotiating skills
• Adaptable and flexible with the ability to work well on a team and focus on results
• Ability to structure a deal that serves the best interest of the organization, insurer, and client
• Excellent computing experience and typing skills
• Ability to work in a structured environment
• Ability to use a dialer system to make/receive phone calls
• Demonstrated ability to provide attention to detail, accuracy, and consistency in results
Total Rewards
LoanCare’s Total Rewards Package offers a comprehensive blend of health and welfare, financial, lifestyle and learning benefits to support employee well-being and engagement. Highlights include:
•
Health & Welfare Coverage: Optional medical, dental, vision, life, and disability insurance
•
Time Off: Paid holidays, vacation, and sick leave
•
Retirement & Investment: Matching 401(k) plan and employee stock purchase plan
•
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: $20.43-$34.28 hourly. Actual compensation may vary within the range provided, depending on a number of factors, including qualifications, skills and experience.
Build Your Future with LoanCare®
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.
Here, you’ll find:
• 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.
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.
Originally posted on Himalayas
Are you ready to take your career to the next level? LoanCare, one of the top providers in the mortgage services industry, seeks an individual with a solid work history in the mortgage or real estate industry to join our team as a Collections Team Lead. The ideal candidate will enjoy working with clients both internal and external, be detail-oriented, and is driven to meet tight deadlines in a fast-paced environment. If you are ready for a career and not just your next job, now is the time to join our team and become a part of something big
Responsibilities
• Perform call overflow, suspense reporting, client relations follow-up, and other duties assigned by a supervisor
• Handle calls related to delinquency in accordance with government, investor, and client guidelines to prevent foreclosure and financial losses to the investor
• Assist with daily team meetings by discussing issues brought to management’s attention through emails, listening to calls, conversations on the floor, or performing monitoring to improve/clarify processes
• Respond to agent questions within the Floor Center
• Review Collections General voicemail daily
• Review COLCSH tasks and respond with cash posting instructions through task
• Review Formstorm, submitting directions through the application, advising clients of payment received and status of loan
• Perform Skip Trace Tasks as needed using web sources and update loans with discovered information
• Review received e-Faxes and submit research and/or reversals to cash departments
• Complete COLESC tasks by reviewing loan for issue and respond to the respective agent if additional information is needed
• Handle escalated calls, noting issues with client’s loan and submit task for additional work if needed
• Receive/review paper Loss Mitigation Escalation forms; forward to ALD for review before forwarding to the Loss Mitigation Supervisor
• Review email from departments that require follow-up, calls to borrower, and/or emails to clients as needed for resolution or clarification of issue; respond to original department with resolution
• Assist with call monitoring
• Respond to Footprints Tickets from Client Relations that require follow-up within 24 hours
• All other duties as assigned1
Qualifications
• High School Diploma or equivalent required
• 3 year of collections, loss mitigation, or other mortgage/real estate related experience required
• 2 years of telephonic customer contact experience preferred
• Complete knowledge of relevant federal regulations and/or the Fair Debt Collection Protection Act
• Ability to learn rules, regulations, laws, and methods of collection and skip tracing
• Excellent analytical, communication, and negotiating skills
• Adaptable and flexible with the ability to work well on a team and focus on results
• Ability to structure a deal that serves the best interest of the organization, insurer, and client
• Excellent computing experience and typing skills
• Ability to work in a structured environment
• Ability to use a dialer system to make/receive phone calls
• Demonstrated ability to provide attention to detail, accuracy, and consistency in results
Total Rewards
LoanCare’s Total Rewards Package offers a comprehensive blend of health and welfare, financial, lifestyle and learning benefits to support employee well-being and engagement. Highlights include:
•
Health & Welfare Coverage: Optional medical, dental, vision, life, and disability insurance
•
Time Off: Paid holidays, vacation, and sick leave
•
Retirement & Investment: Matching 401(k) plan and employee stock purchase plan
•
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: $20.43-$34.28 hourly. Actual compensation may vary within the range provided, depending on a number of factors, including qualifications, skills and experience.
Build Your Future with LoanCare®
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.
Here, you’ll find:
• 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.
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.
Originally posted on Himalayas