Borrower Resolution Specialist- Remote

Overview

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.

• 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 Loan Care 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.

• 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 & Loan Sphere.
• 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.

• 4 years of call center or customer service experience preferred

Loan Care’s Total Rewards Package offers a comprehensive blend of health and welfare, financial, lifestyle and learning benefits to support employee well-being and engagement. Highlights include:

• Health & Welfare Coverage: Optional medical, dental, vision, life, and disability insurance
• Time Off: Paid holidays, vacation, and sick leave
• Retirement & Investment: Fidelity National Financial matching 401(k) and employee stock purchase plans
• Wellness Programs: Access to mental health resources, including free Calm memberships, and initiatives that promote physical and emotional well-being
• Employee Recognition: Programs that celebrate achievements and milestones
• Lifestyle & Learning Perks: Enjoy discounts on gym memberships, pet insurance, and employee purchasing programs, plus access to atuition reimbursement program that supports your continued education and professional growth.

$22.45 - $37.69 per hour. Actual compensation may vary within the range provided, depending on a number of factors, including qualifications, skills and experience.

At Loan Care, we don’t just service mortgage loans—we…