Bankruptcy Customer Service Team Lead
About The Position
LoanCare is seeking a Bankruptcy Customer Service Team Lead to support customers with active and inactive bankruptcy cases. The role handles customer inquiries and escalations about mortgage products and services, maintains account records, and researches issues such as escrow trial and final analyses. The Team Lead also assists Bankruptcy Customer Service Specialists and directs requests or unresolved issues to the appropriate resource. The position requires strong customer-service and communication skills, attention to detail, organization, and the ability to manage competing assignments and deadlines in a fast-paced environment. The successful candidate will help identify causes of customer concerns and workflow problems, recommend improvements, and contribute to team results. Working conditions are described as normal for an office environment. The role requires attendance and productivity during normal business hours, with early, late, or weekend hours as needed and overtime as necessary. LoanCare also describes flexibility to work remotely while remaining connected through virtual engagement.
Requirements
- High school diploma or equivalent.
- At least 4 years of experience in a customer service call center environment.
- At least 3 years of experience in Bankruptcy, Loss Mitigation, Collections, or Foreclosure.
- General knowledge of the mortgage lending or servicing industry.
- Flexibility, organization, and ability to manage and prioritize daily assignments.
- Project management skills.
- Analytical ability to detect workflow problems and recommend improvements to management.
Responsibilities
- Handle inbound calls from customers in active and inactive bankruptcy.
- Perform customer verifications.
- Communicate with customers by telephone, email, and chat.
- Provide information about mortgage products and services to customers in active bankruptcy.
- Obtain and evaluate 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.
- Help identify root causes and explain solutions to resolve customer concerns promptly.
- Contribute to team efforts by accomplishing related results.
- Direct requests and unresolved issues to the designated resource.
- Assist Bankruptcy Customer Service Specialists with calls.
- Handle escalated calls professionally while resolving customer concerns.
- Communicate by phone with Customer Service Representatives and Supervisors.
- Analyze customer inquiries over the phone and understand written correspondence.
- Perform other duties as assigned.
Benefits
- Optional medical, dental, vision, life, and disability insurance.
- Paid holidays, vacation, and sick leave.
- Fidelity National Financial matching 401(k).
- Employee stock purchase plan.
- Mental health resources, including free Calm memberships.
- Programs and initiatives promoting physical and emotional well-being.
- Employee recognition programs.
- Discounts on gym memberships, pet insurance, and employee purchasing programs.
- Tuition reimbursement program.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
