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Posted : Friday, August 16, 2024 06:44 PM
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 Customer Service Site Manager.
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: • Ensure loans within the mortgage servicing portfolio are serviced according to investor requirements; ensure accurate accounting and reporting records are maintained • Ensure all customer inquiries are answered/handled promptly and accurately • Manage, coach and counsel subordinate staff • Review agent statistics daily to ensure compliance with metrics/measurements of the Call Center • Stay abreast of government regulations pertaining to loan servicing • Manage all internal tracking systems and processes as assigned • Distribute work assignments to Customer Service agents via subordinate supervisors • Perform quality control reviews and manage vendors used with departments under management as assigned • Request, create/prepare, update/revise, review, test, finalize/approve, and maintain the department’s policies and procedures; conduct training • All other duties as assigned Qualifications: • High School Diploma or equivalent required • Bachelor’s Degree or equivalent required with 5+ years of progressive experience in mortgage banking or consumer loans or an equivalent combination of education/experience • 5+ years of managerial experience (preferably in a call center) • Proven leadership and management skills with the ability to motivate, mentor, train/coach, evaluate performance, and lead multifunctional staff in a fast-paced, dynamic environment • Knowledge of state/federal laws and regulations applicable to mortgage and consumer lending • Considerable knowledge of loan servicing practices • Considerable knowledge of/ability to use automated accounting systems; ability to use personal computers, peripherals, business software, and applications specific to organizational needs • Analytical ability sufficient to apply data and information to the solution of administrative/operating problems • Ability to work independently with minimal direction • Ability to multitask while meeting strict timelines and deadlines • Demonstrated ability to read, interpret, and analyze accounts and records of a complex, detailed, and recurring nature • Ability to communicate effectively in writing, in person, and by telephone with all levels of the organization and external customers • Strong instructing and advising skills • Demonstrated ability to provide excellent customer service • Expert and proven knowledge of customer service principles and practices • Understanding of mortgage servicing: escrow, taxes, payment application • Ability to provide consistent engagement in customer and brand experience • Excellent attention to detail and accuracy • Excellent analytical ability to detect problems in workflow • Ability to troubleshoot complex issues and quickly deliver results • Highly advanced mortgage product knowledge required 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.
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: • Ensure loans within the mortgage servicing portfolio are serviced according to investor requirements; ensure accurate accounting and reporting records are maintained • Ensure all customer inquiries are answered/handled promptly and accurately • Manage, coach and counsel subordinate staff • Review agent statistics daily to ensure compliance with metrics/measurements of the Call Center • Stay abreast of government regulations pertaining to loan servicing • Manage all internal tracking systems and processes as assigned • Distribute work assignments to Customer Service agents via subordinate supervisors • Perform quality control reviews and manage vendors used with departments under management as assigned • Request, create/prepare, update/revise, review, test, finalize/approve, and maintain the department’s policies and procedures; conduct training • All other duties as assigned Qualifications: • High School Diploma or equivalent required • Bachelor’s Degree or equivalent required with 5+ years of progressive experience in mortgage banking or consumer loans or an equivalent combination of education/experience • 5+ years of managerial experience (preferably in a call center) • Proven leadership and management skills with the ability to motivate, mentor, train/coach, evaluate performance, and lead multifunctional staff in a fast-paced, dynamic environment • Knowledge of state/federal laws and regulations applicable to mortgage and consumer lending • Considerable knowledge of loan servicing practices • Considerable knowledge of/ability to use automated accounting systems; ability to use personal computers, peripherals, business software, and applications specific to organizational needs • Analytical ability sufficient to apply data and information to the solution of administrative/operating problems • Ability to work independently with minimal direction • Ability to multitask while meeting strict timelines and deadlines • Demonstrated ability to read, interpret, and analyze accounts and records of a complex, detailed, and recurring nature • Ability to communicate effectively in writing, in person, and by telephone with all levels of the organization and external customers • Strong instructing and advising skills • Demonstrated ability to provide excellent customer service • Expert and proven knowledge of customer service principles and practices • Understanding of mortgage servicing: escrow, taxes, payment application • Ability to provide consistent engagement in customer and brand experience • Excellent attention to detail and accuracy • Excellent analytical ability to detect problems in workflow • Ability to troubleshoot complex issues and quickly deliver results • Highly advanced mortgage product knowledge required 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.
• Phone : NA
• Location : 3637 Sentara Way, Virginia Beach, VA
• Post ID: 9110253724
