Borrower Resolution Specialist

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.

Responsibilities

Complaint Review

• 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.

Customer Outreach & De-Escalation

• 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 LoanCare brand standards.

Documentation & Compliance

• 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.

Qualifications

• 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 & LoanSphere.
• 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.

Desired Skills and Qualifications

• 4 years of call center or customer service experience preferred

Total Rewards

LoanCare’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 a tuition reimbursement program that supports your continued education and professional growth.

Compensation Range: $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.

Build Your Future with LoanCare®

At LoanCare, 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.

Here, you’ll find:

• 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 in an industry that touches millions of lives
• If you're ready to grow your career in a place that values your contributions and empowers your success, we invite you to join our team.

WHO WE AREAbout us …LoanCare 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 1.8 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.LoanCare, its affiliates and subsidiaries, is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, sexual orientation, gender identity or expression (including transgender status), genetic information or any other characteristic protected by applicable law.

WORK CONDITIONSWorking 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. Over time required as necessary.Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation.

EQUAL EMPLOYMENT OPPORTUNITY

LoanCare, its affiliates and subsidiaries, is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, sexual orientation, gender identity or expression (including transgender status), genetic information or any other characteristic protected by applicable law.