Job Description

Overview

The Mortgage Servicing Loan Counselor I is responsible for managing delinquent mortgage accounts, engaging borrowers to resolve past-due payments, and ensuring compliance with all applicable policies and regulations. This role requires strong communication and listening skills, attention to detail, and a customer-focused approach to collections.

Responsibilities

• Contact borrowers via phone, email, and written correspondence to resolve delinquent mortgage accounts.• Negotiate payment arrangements, repayment plans, and offer loss mitigation options in accordance with company policies and investor guidelines.• Maintain accurate and detailed records of borrower interactions and account status.• Monitor and manage assigned portfolio to meet performance goals and minimize losses. • Collaborate with internal departments such as Customer Service, Loss Mitigation, and Foreclosure to ensure seamless servicing for the customer.• Ensure compliance with federal, state, and investor regulations including FDCPA, TCPA, RESPA, and CFPB guidelines.• Identify and escalate high-risk accounts or potential fraud cases.• Participate in ongoing training and development to stay current with industry changes and best practices.• Ability to work in a fast-paced, structured environment with an emphasis on quality and productivity.• Complete other duties and projects as assigned by your supervisor.• All other duties as assigned.

Qualifications

Required Skills and Qualifications• High School Diploma or equivalent required.• 2+ years of experience in the mortgage servicing industry, collections, and/or call center environment.• General knowledge of mortgage loan products, servicing systems, and regulatory requirements.• Strong work ethic including adherence to daily work schedule.• Excellent verbal and written communication skills.• Strong negotiation and problem-solving skills.• Proficiency in Microsoft Office and mortgage servicing platforms (e.g., MSP, Fiserv, etc.). • Ability to work independently and in a team-oriented environment.• Flexible and open to adapting to change as needed.

• Must be able to work nights and weekends as necessary

Desired Skills and Qualifications• Associate’s or Bachelor’s degree in Business Administration, Finance or related field.• Bilingual (Spanish/English)• Experience with FHA, VA, and Conventional Loan Servicing• Familiarity with skip tracing tools and techniques.• Basic understanding of FDCPA, TCPA, Regulation X, Regulation Z, Regulation V, Regulation E, andSCRA.

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:

• Health & Welfare Coverage: Optional medical, dental, vision, life, and disability insurance
• Time Off: Paid holidays, vacation, and sick leave
• Retirement & Investment: Matching 401(k) plan and employee stock purchase plan
• Wellness Programs: Access to mental health resources, including free Calm memberships, and initiatives that promote physical and emotional well-being
• Employee Recognition: Programs that celebrate achievements and milestones
• Lifestyle & Learning Perks: 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: $22 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.

Work Conditions

Able 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.

Physical Demands

• Sitting up to 90% of the time
• Walking and standing up to 10% of the 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.

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