Remote Bankruptcy Customer Service 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

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