LoanCare

General

• Order and manage property preservation services for properties serviced by LoanCare clients
• Order bids for property preservation and securing
• Monitor vacant, damaged, and lot-only properties to ensure vendors take corrective action according to agency or investor guidelines
• Review vendor requests for over-allowables
• Respond to escalations and notifications from property preservation vendors on new damaged property alerts
• Process and monitor damaged property claims with the Hazard Claims department
• Coordinate securing and repairs of damaged properties with vendors
• Work with vendors and attorneys to achieve HUD conveyance condition so HUD claims can be filed
• Coordinate eviction processes with foreclosure attorney vendors and clients
• Monitor HUD extensions through the conveyance condition process
• Coordinate Cash for Keys with occupants and vendors
• Monitor intercoms and notes in LPS
• Assist junior Property Preservation Specialists
• Assist with training new Property Preservation Specialists
• Prepare and maintain management reports on REO, inspections, and property preservation status
• Perform other duties as assigned

Property Preservation Specialist III

Customer Support

• Perform call overflow, suspense reporting, client relations follow-up, and other duties assigned by a supervisor
• Handle delinquency-related calls in accordance with government, investor, and client guidelines to prevent foreclosure and investor financial losses
• Assist with daily team meetings by discussing issues identified through emails, call listening, floor conversations, or monitoring to improve and clarify processes
• Respond to agent questions within the Floor Center
• Review Collections General voicemail daily
• Review COLCSH tasks and provide cash posting instructions
• Review Formstorm and advise clients of payment receipt and loan status
• Perform skip trace tasks 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 loans for issues and responding to agents when additional information is needed
• Handle escalated calls, document loan issues, and submit tasks for additional work when needed
• Review paper Loss Mitigation Escalation forms and forward them for review
• Review departmental emails requiring follow-up, contact borrowers or clients, and communicate resolutions or clarifications
• Assist with call monitoring
• Respond to Footprints Client Relations tickets requiring follow-up within 24 hours
• Perform other duties as assigned

Collections Support Specialist

Call Center Representative

• Assist homeowners with routine or complex issues and requests in a call center environment
• Use an advanced telephony system
• Provide customer service, explain mortgage-based processes, and make decisions to resolve customer issues
• Handle inbound and outbound customer calls while meeting performance metrics and quality standards
• Take ownership of the customer experience in accordance with LoanCare brand expectations
• Apply judgment and process knowledge to resolve customer issues
• Obtain and evaluate relevant information to handle inquiries and complaints accurately and efficiently
• Track and document customer communications
• Identify root causes and explain the best solution to resolve concerns
• Achieve monthly individual and team performance goals
• Follow escalation procedures and direct unresolved requests to designated resources
• Perform other duties as assigned

Mortgage Call Center Representative

• Manage the loan remediation pipeline by tracking, prioritizing, and updating assigned cases
• Collect, verify, and image required documentation in compliance with regulatory and internal guidelines
• Follow up with internal teams and third-party vendors to obtain documentation and remediate outstanding issues
• Validate borrower information, loan terms, and remediation actions before finalizing updates or decisions
• Review loan files for completeness and compliance with policies and regulations
• Own assigned cases and drive them to resolution with minimal supervision
• Analyze complex loan scenarios and develop practical remediation solutions
• Collaborate with lines of business and stakeholders to coordinate efforts and identify process improvements
• Communicate strategically with leaders and stakeholders to ensure transparency, alignment, and timely decisions
• Mentor and assist junior-level employees
• Perform other duties as assigned

Property Preservation Specialist III

Collections Support Specialist

Mortgage Call Center Representative

Senior Remediation Specialist