Loan Counselor I

6 hours ago


Virginia Beach, Virginia, United States LoanCare Full time
About LoanCare

LoanCare is a leading provider of mortgage loan subservicing, with over 30 years of experience in servicing loans and delivering superior customer support and digital innovation. With over $300 billion in asset value managed by our team, we are committed to helping homeowners navigate the complexities of mortgage loan servicing.

Job Summary

We are seeking a highly motivated and customer-focused Loan Counselor I to join our team. As a Loan Counselor I, you will be responsible for promoting the customer experience by offering high-quality solutions to customers who are delinquent on their mortgage loan. You will gather critical data, enter it on a servicing platform, and make decisions to resolve customer home loan concerns.

Key Responsibilities
  • Promote the customer experience by offering high-quality solutions to customers who are delinquent on their mortgage loan
  • Gather critical data, enter it on a servicing platform, and make decisions to resolve customer home loan concerns
  • Use an advanced telephony system and engage in inbound and outbound customer communication in a call center environment
  • Process payments and evaluate accounts for customers up to 60 days delinquent
  • Perform financial interviews to offer solutions/opportunities for the customer to avoid serious delinquency
Requirements
  • High School Diploma or equivalent required
  • 1 year of customer contact experience, collections, loss mitigation, or other mortgage-related experience preferred
  • Strong computing and typing skills
  • Proficient in basic mathematics
  • Ability to learn company policies, procedures, and state/federal laws
  • Excellent analytical, communication, and negotiating skills
Work Environment

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.


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