Borrower Resolution Specialist- Remote

LoanCare • ,

4d • $22 - $38 • Remote

About The Position

The Borrower Resolution Specialist is responsible for reviewing borrower concerns, conducting detailed research, and providing proactive outreach with clear, empathetic communication. By combining strong analytical skills with a customer-first mindset, the specialist works to resolve complex issues, restore customer confidence, and deliver timely, compliant solutions. The position plays a key role in upholding service excellence, maintaining accurate documentation, and ensuring all interactions align with regulatory requirements and company standards.

Requirements

• High School Diploma or equivalent required.
• 3-5 years of mortgage servicing experience.
• Expert and proven knowledge of customer service principles and practices.
• Strong interpersonal skills with a proven ability to communicate empathetically and effectively, building trust and confidence with borrowers during complex or sensitive situations.
• Highly advanced knowledge of mortgage products and servicing, including escrow, taxes, and payment application.
• Proficient in ICE products, including but not limited to MSP & LoanSphere.
• Proficient in Microsoft Office applications.
• Analytical ability to apply data and information to all processes and solutions.
• Ability to provide consistent engagement in customer and brand experience.
• Excellent communication skills.
• Excellent attention to detail and accuracy.
• Excellent problem-solving skills and problem analysis.
• Ability to troubleshoot complex issues and deliver results quickly.

Nice To Haves

• 4 years of call center or customer service experience preferred

Responsibilities

• Analyze written borrower complaints received through regulatory agencies, clients, and executive escalation channels.
• Review system records, payment histories, and loan documentation to develop a clear understanding of the borrower’s concerns.
• Initiate proactive outreach to borrowers to acknowledge concerns and gather additional details as needed.
• Utilize effective de-escalation techniques to manage emotionally charged interactions and restore customer confidence.
• Communicate next steps, expectations, and outcomes in a clear, professional, and empathetic manner.
• Conduct ongoing communications, including callbacks, to confirm research status, resolution and address ongoing servicing needs or escalated matters as directed.
• Take ownership of the overall customer experience, consistently demonstrating and promoting LoanCare brand standards.
• Maintain accurate and comprehensive documentation of all customer interactions to ensure a complete case history.
• Meet or exceed established productivity, schedule adherence, and quality performance standards.
• Ensure all customer interactions and resolutions comply with applicable federal, state, investor, and company guidelines.
• Protect sensitive customer information by adhering to confidentiality requirements and data security protocols.
• All 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) and employee stock purchase plans
• Access to mental health resources, including free Calm memberships, and initiatives that promote physical and emotional well-being
• Programs that celebrate achievements and milestones
• Discounts on gym memberships, pet insurance, and employee purchasing programs
• Tuition reimbursement program that supports your continued education and professional growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED