Collections Loan Counselor I

  • LoanCare
  • Moon Township, PA, USA
  • Jun 25, 2019
Full time Customer Service/Call Center

Job Description

 Are you an experienced Customer Service or Collections professional motivated to leverage a customer centric approach to assist home owners in a highly visible position?  LoanCare, one of the leading national providers of full service subservicing and interim subservicing in the mortgage industry, seeks an individual with a history of progressive experience delivering service that exceeds expectations in a growing and inspiring industry. The ideal candidate will be a dynamic individual who rigorously advances our mission while consistently delivering exceptional service. If you possess presence and confidence in your ability to promote our core values of entrepreneurship and empowerment, now is the time to join our team and become a part of something big.



 In this role, you will…


  • Perform financial interviews, create payment plans and discuss loss mitigation options with homeowners, in a call center environment
  • Use an advanced telephony system
  • Make decisions to resolve customer issues
  • Navigate and enter data on a computer platform
  • Provide exceptional customer service



 You possess …


  • Enjoy speaking to customers over the phone
  • Understanding of mortgage servicing: payment application, payment plans, loss mitigation
  • Desire to help your peers, your team, and all around you because you are highly driven and lead by example
  • Analytical ability to apply data and information to all processes and solutions
  • Ability to provide consistent engagement in customer and brand experience




 About us …

 LoanCare, a ServiceLink company, is a leading national provider of full service subservicing and interim subservicing to the mortgage industry and has offered its expertise and best practices in providing servicing solutions for others since 1991. At the present time, LoanCare subservices over 1 million loans in 50 states.  LoanCare has a seasoned loan servicing team with senior managers averaging nearly 30 years of experience in the mortgage and financial services industry.




  • Answer inbound phone calls from delinquent borrowers, borrowers requesting loss mitigation assistance, and borrowers in the process of foreclosure
  • Generate outbound phone calls and when contact is made determine reasons for non-payment, negotiate payment arrangements and offer suggestions to borrowers on how to meet their monthly obligations and advise them of the possible consequence of not meeting obligations
  • Obtain borrower’s monthly financial status by asking borrowers a set of questions regarding their reason for non-payment and monthly income and expenses.
  • If loan the qualifies for a 5 month or less repayment plan, calculate and discuss repayment plans terms with borrower(s)
  • Ability to explain loss mitigation options in detail and loss mitigation application process
  • Demonstrate working knowledge of default and foreclosure timelines
  • Demonstrate working knowledge and understanding of all Collection, breach, and state specific Collection letter processes
  • Skip trace using online tools such as and other free websites
  • All other duties as assigned




  • Minimum of one year collections, loss mitigation or other mortgage/real estate related experience
  • At least one year of telephone customer contact experience
  • High school diploma or GED
  • Complete knowledge of relevant federal regulations and/or the Fair Debt Collection Protection Act
  • Ability to learn rules, regulations, laws and methods of collection and skip tracing
  • Excellent analytical, communication, and negotiating skills
  • Ability to work well on a team and focus on results; adaptable and flexible
  • Ability to structure a deal that serves the best interest of the organization, insurer, and client
  • Solid PC experience and typing skills
  • Ability to work in a structured environment
  • Ability to use a dialer system to make/receive phone calls



 Working conditions are normal for an office environment. Ability 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

 Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

 Reading Comprehension — Understanding written sentences and paragraphs in work related documents.

 English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

 Speaking — Talking to others to convey information effectively.

 Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.

 Active Listening — Giving full attention to what other people is saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

 Instructing — Teaching others how to do something.

 Judgment and Decision Making — Considering the relative costs and benefits of potential actions to choose the most appropriate one.

 Time Management — Managing one's own time and the time of others.

 Writing — Communicating effectively in writing as appropriate for the needs of the audience.

 Complex Problem Solving — Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.

 Deductive Reasoning — The ability to apply general rules to specific problems to produce answers that make sense.

 Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.

 Written Comprehension — The ability to read and understand information and ideas presented in writing.

 Inductive  Reasoning  —  The  ability  to combine  pieces  of  information  to form  general  rules  or  conclusions  (includes  finding  a relationship among seemingly unrelated events).

 Information Ordering — The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).

 Near Vision — The ability to see details at close range (within a few feet of the observer).

 Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.

 Oral Expression — The ability to communicate information and ideas in speaking so others will understand.

 Speech Recognition — The ability to identify and understand the speech of another person.

 Speech Clarity — The ability to speak clearly so others can understand you.



Sitting up to 95% of time

Walking up to 5% of time

Occasional standing, stooping, kneeling, crouching and reaching



LoanCare is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, or any other characteristic protected by applicable law.