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 an MRU Specialist III. 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:
· Manage the day-to-day complaint pipeline
· Review/analyze loans to ensure accuracy of the analysis and update any changes and/or corrections to the loans as needed
· Obtain/evaluate all relevant information to handle escalated inquires and complaints
· Respond to customer and client complaints addressed to Senior Management
· Perform monthly root cause analytics trending reports
· Assist with updates to policy and procedures for the Mortgage Resolution Unit
· Conduct monthly meetings with departments regarding risk assessment complaint trend analysis
· Research/resolve state, CFPB, regulatory, borrower, and Better Business Bureau complaints
· Research all Subpoena and Request for Information inquiries
· Review all opened tasks and tickets related to questions or complaints daily
· Review monthly edit reports of unanalyzed loans and make necessary corrections/updates
· Work designated task queues within department guidelines
· Assist with second-level loan review as needed
· Track issues; provide reports to supervisor and department manager on the number/type of tickets processed
· Research and respond to issues promptly and completely
· Ensure all tickets are escalated accordingly, if necessary
· Assist MRU Specialist I and II employees as needed
· Assist the team lead, supervisor, or manager with gathering requested information as needed
· Assist supervisor and/or team lead by running reports for team production, transfers, verification of data integrity, and others as needed
· All other duties as assigned
Qualifications:
· High School Diploma or equivalent required
· 5+ years of experience in mortgage servicing and/or mortgage banking
· 3+ year experience in project management
· Strong knowledge of loan servicing practices needed to research and close open tickets and tasks (including FNMA, FHLMC, FCRA, and CFPB guidelines)
· Strong knowledge of state and federal laws and regulations applicable to mortgage and consumer lending
· Demonstrated ability to read, interpret, and analyze accounts and records of a complex, detailed, and recurring nature
· Skilled at using analytical thinking to resolve consumer, administrative, and operating problems
· Ability to manage time and priorities wisely
· Ability to grasp concepts quickly, make sound decisions, and resolve issues completely
· Ability to work in a high-volume and time-sensitive environment
· Ability to work independently with minimal direction and effectively meet deadlines
· Ability to work collaboratively with peers in a team environment to attain common goals
· Ability to communicate effectively in person, in writing, and by telephone
· Ability to use Microsoft Office applications
· Ability to maintain strict confidentiality
About remote employment
LoanCare provides virtual training and support so employees working from home can be successful. You will never be alone on your journey as you will connect through Teams video chat, so that you remain engaged and form relationships with your leadership team and coworkers. We offer online/remote training, which is both dynamic and interactive, so you get the most out of the training opportunities. Our Training department also offers a large number of free on-demand online training courses that you can take to help you grow and expand your skills and knowledge.
As an added benefit for remote employees, we offer exciting engagement opportunities, such as fitness classes, contests, and fun seminars/learning activities that you can participate in from the comfort of your own home.
We provide all of the necessary equipment; all you need to provide 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. Remote employees will be required to sign a Telecommuting Agreement in addition to the job description.
Who We Are
LoanCare is a top national provider in mortgage loan subservicing. The Company has been servicing loans for over 30 years and are known for superior customer support and digital innovation. Over $300 billion in asset value is managed by the team. LoanCare is part of Fidelity National Financial (NYSE: FNF), a leading provider of title insurance and transaction services to the real estate and mortgage industries.
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.
