Collections Single Point of Contact (SPOC)

LoanCare • ,

3d • Remote

About The Position

LoanCare is seeking a Single Point of Contact to collaborate with clients, industry partners, and internal teams to maximize outcomes for homeowners. The role manages a pipeline of mortgage loans, communicates with homeowners about delinquency and loss mitigation, and coordinates with clients and internal departments to resolve open items. The position also serves as a contact for active-duty military members with SCRA protection and explains collection, loss mitigation, and foreclosure processes.

The role is remote. LoanCare provides the necessary equipment; the employee must have a quiet, private place at home and high-speed internet with a minimum download speed of 25 Mbps and upload speed of 10 Mbps. Working conditions are described as normal for an office environment. Employees must be productive during normal business hours and may need to work early, late, or weekend hours; overtime may be required as necessary.

Compensation is $25.00 per hour.

Requirements

• High school diploma or equivalent.
• 2–4 years of experience in mortgage servicing, or an equivalent combination of education and experience.
• Proficiency with Microsoft Office products, such as Word, Excel, and Outlook.
• Knowledge of the Fair Debt Collection Protection Act.
• Excellent written and verbal communication skills.
• Ability to learn rules, regulations, and laws to meet state, investor, client, and insurer guidelines.
• Strong analytical and problem-solving skills.
• Ability to use a dialer system to make and receive phone calls.
• Ability to adapt to frequently changing processes and procedures.
• Attention to detail and concern for accuracy and consistency in results.
• Ability to work independently and as part of a team.
• Ability to multitask and work in a fast-paced environment.
• For remote work, a quiet, private place at home and high-speed internet with minimum network download speed of 25 Mbps and upload speed of 10 Mbps.

Nice To Haves

• LPS experience.
• Typing speed of 50 words per minute.

Responsibilities

• Maintain and manage an individual pipeline of loans, reviewing each loan weekly.
• Answer inbound calls, return voicemails, handle escalations, and respond to other requests within 24 hours of receipt.
• Make outbound calls, determine reasons for nonpayment when contact is made, and negotiate payment arrangements.
• Explain loss mitigation and available options.
• Accept payments and organize repayment plans.
• Participate in campaign calls and documentation-collection campaigns.
• Learn the processes of FNMA, FHLMC, FHA, VA, GNMA, and private investors.
• Interact with clients and internal departments to address and resolve open items.
• Work with the Supervisor and Team Lead to follow best practices and promptly communicate issues.
• Obtain and evaluate information to handle inquiries and complaints promptly and correctly.
• Maintain a client and customer focus by taking ownership of inquiries and proactively following through to resolution.
• Serve as a point of contact for active-duty military members with SCRA protection.
• Explain collection, loss mitigation, and foreclosure processes.
• Review loans on MSP, LPS-PM, and AMS to explain to homeowners where they are in the process.
• Direct phone calls to the appropriate party when requests are beyond the scope of the business.
• Participate in continuing education through corporate and online training courses.
• Perform other duties as assigned.

Benefits

• Optional medical, dental, vision, life, and disability insurance.
• Paid holidays, vacation, and sick leave.
• Matching 401(k) plan.
• Employee stock purchase plan.
• Mental health resources, including free Calm memberships, and initiatives supporting physical and emotional well-being.
• Employee recognition programs.
• Discounts on gym memberships, pet insurance, and employee purchasing programs.
• Tuition reimbursement.

What This Job Offers

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