Bankruptcy Customer Service Team Lead

LoanCare; Oregon; Hybrid; USD 28,000 - 47,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Tuition reimbursement

Job summary

LoanCare, a leading mortgage subservicer, is seeking a Bankruptcy Customer Service Team Lead to guide a team handling inquiries from customers in active Bankruptcy and assist with escalated calls. You will supervise daily workflows, ensure accuracy of records, and coordinate with specialists to resolve complex cases.

The role requires 4+ years in a customer service call center and 3+ years in Bankruptcy, Loss Mitigation, Collections, or Foreclosure, with mortgage servicing knowledge, strong

Qualifications

• Minimum 4 years of experience in a customer service call center environment.
• Minimum 3 years of Bankruptcy, Loss Mitigation, Collections or Foreclosure experience.
• General knowledge of mortgage lending/servicing industry.
• Must be flexible, organized and have the ability to manage and prioritize daily assignments.
• Project management skills.
• Analytical with the ability to detect problems in workflow procedures and make recommendations to management to rectify problems or expedite services.

Responsibilities

• Handle inbound calls from customers in active and inactive Bankruptcy; perform customer verifications.
• Effectively communicate with customers via telephone, email and chat.
• Provide information in response to inquiries about mortgage products and services for customers in active Bankruptcy.
• Obtain and evaluate all relevant information to handle inquiries and complaints.
• Maintain customer records by updating account information.
• Research and resolve customer inquiries related to escrow trial and final analysis.
• Identify root causes and explain solutions to resolve customer concerns promptly.
• Contribute to team effort and assist Bankruptcy Customer Service Specialists with calls.
• Handle escalated calls professionally and coordinate with team leads and supervisors.
• Analyze customer inquiries on the phone and in writing.

Skills

Customer service

Call center experience

Analytical thinking

Time management

Communication skills

Education

High School Diploma or equivalent

Job description

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 Bankruptcy Customer Service 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

• Handle inbound calls from customers in active and inactive BankruptcyPerform customer verifications
• Effectively communicate with customers via telephone, email and chat
• Provide information in response to inquiries about mortgage products and services for customers in active Bankruptcy
• Obtain and evaluate all relevant information to handle inquiries and complaints
• Maintain customer records by updating account information
• Research and resolve customer inquiries related to escrow trial and final analysis
• Assist with identifying root causes and explain the best solution to resolve customer concerns in an expedient manner
• Contributes to team effort by accomplishing related results as needed
• Direct requests and unresolved issues to the designated resource
• Assist Bankruptcy Customer Service Specialists with calls
• Handle escalated calls in a professional manner, while resolving customer concerns
• Communicate via phone and with Customer Service Representatives and Supervisors
• Analyze customer inquiries on the phone and/or understand written correspondence
• All other duties as assigned

Qualifications

• High School Diploma or equivalent required
• Minimum of 4 years of experience in a customer service call center environment
• Minimum of 3 years of Bankruptcy, Loss Mitigation, Collections or Foreclosure experience
• General knowledge of mortgage lending/servicing industry
• Must be flexible, organized and have the ability to manage and prioritize daily assignments
• Project management skills
• Analytical with the ability to detect problems in workflow procedures and make recommendations to management to rectify problems or expedite services

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:

• Optional medical, dental, vision, life, and disability insurance
• Paid holidays, vacation, and sick leave
• Fidelity National Financial matching 401(k) and employee stock purchase plans
• Access to mental health resources, including free Calm memberships, and initiatives that promote physical and emotional well-being
• Programs that celebrate achievements and milestones
• 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 per hour. 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.

WHO WE ARE

About us …LoanCare 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 1.8 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, 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.

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. Over time required as necessary. Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation.

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.