Collections Loan Counselor I (8-5)
LoanCare Servicing Operations
 Chandler, AZ
A

re you an experienced Customer

Service or Collections professional motivated to leverage a customer centric

approach to assist home owners in a highly visible position? LoanCare, one of the leading national

providers of full service subservicing and interim subservicing in the mortgage

industry, seeks an individual with a history of progressive experience delivering

service that exceeds expectations in a growing and inspiring industry. The

ideal candidate will be a dynamic individual who rigorously advances our

mission while consistently delivering exceptional service. If you possess

presence and confidence in your ability to promote our core values of

entrepreneurship and empowerment, now is the time to join our team and become a

part of something big.

A DAY IN THE LIFE

In this role, you will…

  • Perform financial interviews, create payment plans and discuss loss
    mitigation options with homeowners, in a call center environment
  • Use an advanced telephony system
  • Make decisions to resolve customer issues
  • Navigate and enter data on a computer platform
  • Provide exceptional customer service

WHO YOU ARE

You possess …

  • Enjoy speaking to customers over the phone
  • Understanding of mortgage servicing; payment application, payment plans,
    loss mitigation
  • Desire to helps your peers, your team, and all around you
    because you are highly driven and lead by example
  • Analytical ability to apply data and information to all
    processes and solutions
  • Ability to provide consistent engagement in customer and brand
    experience

WHO WE ARE

About us …

LoanCare, a ServiceLink company, is a

leading national provider of full service subservicing and interim subservicing

to the mortgage industry and has offered its expertise and best practices in

providing servicing solutions for others since 1991. At the present time,

LoanCare subservices over 1 million loans in 50 states. LoanCare has a seasoned loan servicing team

with senior managers averaging nearly 30 years of experience in the mortgage

and financial services industry.

LoanCare 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, or any other characteristic protected by

applicable law.

DETAILED JOB DUTIES

  • Answer inbound phone calls from delinquent borrowers,
    borrowers requesting loss mitigation assistance, and borrowers in the process
    of foreclosure
  • Generate outbound phone calls and when contact is made
    determine reasons for non-payment, negotiate payment arrangements and offer
    suggestions to borrowers on how to meet their monthly obligations and advise
    them as to the possible consequence of not meeting obligations
  • Obtain borrower’s monthly financial status through asking
    borrowers a set of questions regarding their reason for non-payment and monthly
    income and expenses.
  • If loan the qualifies for a 5 month or less repayment plan,
    calculate and discuss repayment plans terms with borrower(s)
  • Ability to explain loss mitigation options in detail and
    loss mitigation application process
  • Demonstrate working knowledge of default and foreclosure
    timelines
  • Demonstrate working knowledge and understanding of all
    Collection, breach, and state specific Collection letter processes
  • Skip trace using online tools such as www.whitepages.com and
    other free websites
  • All other duties as assigned

MINIMUM QUALIFICATIONS

  • Minimum of one year collections, loss mitigation or other
    mortgage/real estate related experience
  • At least one year of telephone customer contact experience
  • High school diploma or GED
  • 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
  • Ability to work well on a team and focus on results;
    adaptable and flexible
  • Ability to structure a deal that serves the best interest of
    the organization, insurer, and client
  • Solid PC experience and typing skills
  • Ability to work in a structured environment
  • Ability to use a dialer system to make/receive phone calls

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 OPPORTUNITY

POLICY

LoanCare 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, or any other characteristic protected by

applicable law.

Essential functions are the

basic job duties that an employee must be able to perform, with or without

reasonable accommodation.

ESSENTIAL FUNCTIONS

Overtime – Required

as necessary

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.

PHYSICAL DEMANDS

Sitting up to 95% of time

Walking up to 5% of

time

Occasional standing, stooping, kneeling, crouching and reaching

EQUAL OPPORTUNITY AND AFFIRMATIVE ACTION POLICY

LoanCare is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without

regard to race, color, religion,

sex, age, disability, protected veteran status, national origin, or any other characteristic protected by applicable law.