Customer Solutions Specialist II

Overview

Looking for a career with purpose and reward? At Loan Care we help customers every day with what is for many their largest and most personal financial transaction: the purchase of their home. With the mission to simplify the complex with empathy and insight, we are constantly innovating and are a top provider in the mortgage services industry as a result.

We are actively seeking to fill the role of Customer Solutions Specialist II. Our ideal candidate enjoys working with clients, both internal and external, eager to learn and maximize results, is detail oriented and driven to meet tight deadlines in a fast-paced environment. Background in the mortgage or real estate industry is a plus. If this sounds like you, and you are ready for a career and not just your next job, apply today!

• Process and evaluate relevant information to handle inquiries received from customers and clients
• Review/resolve research inquiries and customer payment disputes
• Complete all tasks accurately and efficiently
• Work with department software systems, including processing requests and processing/distributing incoming faxes
• Maintain client reporting payoffs and manage payoff workstations
• Handle complex projects and research items
• Recognize and communicate trends for process improvements to management
• Handle miscellaneous administrative functions
• Provide back-up support for Call Center when needed
• All other duties as assigned.

• High School Diploma or equivalent required.
• 3+ years of customer service experience (preferably in mortgage servicing or mortgage banking)
• Proficient knowledge of mortgage lending/servicing industry preferred
• Must be flexible, organized, and able to manage and prioritize daily assignments (e.g., conducting preliminary surveys for research, identifying data, finding research material for studies, ensuring accuracy of information researched, etc.)
• Ability to manage time and priorities wisely
• Ability to grasp concepts quickly, make sound decisions, and resolve issues completely
• Ability to work independently with minimal direction and effectively meet deadlines
• Ability to collaborate with peers in a team environment to attain common goals
• Ability to communicate effectively both in writing, in person, and by telephone
• Ability to use Microsoft Office applications (Excel, Word, PowerPoint, etc.)
• Ability to maintain strict confidentiality

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: Matching 401(k) plan and employee stock purchase plan
• 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 tuition reimbursement program that supports your continued education and professional growth.

Compensation Range: $17.88 - $26.73 hourly. 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 serve people. As a leading full-service mortgage loan subservicer, we deliver excellence to banks, credit unions, independent mortgage companies, investors, and the homeowners they support. Backed by the strength and stability of Fidelity National Financial (NYSE: FNF), a Fortune 500 company, we offer a career foundation built on integrity, innovation, and collaboration.

• A culture that helps you thrive, with resources and support to fuel your growth
• Flexibility to work remotely, while staying connected through virtual engagement
• Opportunities to make a real impact…