Mortgage Collections-Onsite in Virginia Beach

LoanCare•Virginia Beach, VA

25d•Onsite

About The Position

The Mortgage Servicing Loan Counselor I manages delinquent mortgage accounts, engages borrowers to resolve past-due payments, and ensures compliance with applicable policies and regulations. The role calls for strong communication and listening skills, attention to detail, and a customer-focused approach to collections. It is an onsite position in Virginia Beach, Virginia. The counselor contacts borrowers, negotiates payment arrangements and repayment plans, and presents loss mitigation options in accordance with company policies and investor guidelines. The role also includes maintaining account records, managing an assigned portfolio to meet performance goals, collaborating with internal departments, identifying and escalating high-risk accounts or potential fraud, and staying current through ongoing training. The position operates in a fast-paced, structured environment with an emphasis on quality and productivity. LoanCare describes itself as a full-service mortgage loan subservicer serving financial institutions, investors, and homeowners. Its Total Rewards package includes health and welfare, financial, lifestyle, and learning benefits. The stated compensation is $22 per hour; actual compensation may vary based on qualifications, skills, and experience.

Requirements

High school diploma or equivalent.
At least 2 years of experience in mortgage servicing, collections, and/or a call center environment.
General knowledge of mortgage loan products, servicing systems, and regulatory requirements.
Strong work ethic, including adherence to a daily work schedule.
Excellent verbal and written communication skills.
Strong negotiation and problem-solving skills.
Proficiency in Microsoft Office and mortgage servicing platforms such as MSP or Fiserv.
Ability to work independently and in a team-oriented environment.
Flexibility and openness to adapting to change.
Must be able to work nights and weekends as necessary.

Nice To Haves

Associate’s or bachelor’s degree in Business Administration, Finance, or a 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, and SCRA.

Responsibilities

Contact borrowers by phone, email, and written correspondence to resolve delinquent mortgage accounts.
Negotiate payment arrangements and repayment plans, and offer loss mitigation options in accordance with company policies and investor guidelines.
Maintain accurate, detailed records of borrower interactions and account status.
Monitor and manage an assigned portfolio to meet performance goals and minimize losses.
Collaborate with Customer Service, Loss Mitigation, Foreclosure, and other internal departments to support seamless customer servicing.
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.
Work in a fast-paced, structured environment emphasizing quality and productivity.
Complete other duties and projects as assigned by the supervisor.

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 physical and emotional wellness initiatives.
Employee recognition programs.
Gym membership discounts.
Pet insurance discounts.
Employee purchasing program discounts.
Tuition reimbursement program.
Remote-work flexibility is mentioned in the company overview, though this position is identified as onsite.