Mortgage Collections (In-office) at LoanCare

Virginia Beach, Virginia, United States -

Full Time

Start Date

Immediate

Expiry Date

27 May, 26

Salary

0.0

Posted On

27 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Mortgage Servicing, Collections, Communication, Listening, Customer-Focused, Negotiation, Problem-Solving, Record Keeping, Compliance, Loss Mitigation, Microsoft Office, MSP, Fiserv, Critical Thinking, Active Listening, Time Management

Industry

Financial Services

Description

Overview The Mortgage Servicing Loan Counselor I is responsible for managing delinquent mortgage accounts, engaging borrowers to resolve past-due payments, and ensuring compliance with all applicable policies and regulations. This role requires strong communication and listening skills, attention to detail, and a customer-focused approach to collections. Responsibilities • Contact borrowers via phone, email, and written correspondence to resolve delinquent mortgage accounts.• Negotiate payment arrangements, repayment plans, and offer loss mitigation options in accordance with company policies and investor guidelines.• Maintain accurate and detailed records of borrower interactions and account status.• Monitor and manage assigned portfolio to meet performance goals and minimize losses. • Collaborate with internal departments such as Customer Service, Loss Mitigation, and Foreclosure to ensure seamless servicing for the customer.• Ensure compliance with federal, state, and investor regulations including FDCPA, TCPA, RESPA, and CFPB guidelines.• Identify and escalate high-risk accounts or potential fraud cases.• Participate in ongoing training and development to stay current with industry changes and best practices.• Ability to work in a fast-paced, structured environment with an emphasis on quality and productivity.• Complete other duties and projects as assigned by your supervisor.• All other duties as assigned. Qualifications Required Skills and Qualifications• High School Diploma or equivalent required.• 2+ years of experience in the mortgage servicing industry, collections, and/or call center environment.• General knowledge of mortgage loan products, servicing systems, and regulatory requirements.• Strong work ethic including adherence to daily work schedule.• Excellent verbal and written communication skills.• Strong negotiation and problem-solving skills.• Proficiency in Microsoft Office and mortgage servicing platforms (e.g., MSP, Fiserv, etc.). • Ability to work independently and in a team-oriented environment.• Flexible and open to adapting to change as needed. • Must be able to work nights and weekends as necessary Desired Skills and Qualifications• Associate’s or Bachelor’s degree in Business Administration, Finance or related field.• Bilingual (Spanish/English)• Experience with FHA, VA, and Conventional Loan Servicing• Familiarity with skip tracing tools and techniques.• Basic understanding of FDCPA, TCPA, Regulation X, Regulation Z, Regulation V, Regulation E, andSCRA. ESSENTIAL FUNCTIONS Basic job duties an employee must be able to perform with, or without, reasonable accommodation. 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. 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. Overtime required as necessary. Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation. PHYSICAL DEMANDS Sitting up to 90% of time Walking and standing up to 10% of 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 AreLoanCare 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.

Responsibilities

The Mortgage Servicing Loan Counselor I manages delinquent mortgage accounts by contacting borrowers to resolve past-due payments and negotiating payment arrangements or loss mitigation options. This role also involves maintaining accurate records and ensuring compliance with all relevant policies and regulations.