Mortgage Call Center Representative - Remote (12pm-9pm EST)

Overview
We are seeking to fill the role of Customer Experience Specialist I. The ideal candidate enjoys collaborating with clients, industry partners and internal teams to maximize outcomes for homeowners.
Responsibilities
Assist homeowners with routine or complex issues and requests in a call center environment
Use an advanced telephony system
Provide exceptional customer service, explain mortgage-based process information, and make decisions to resolve customer issues
Handle inbound/outbound calls from/to customers in a fast-paced environment while maintaining established performance metrics expectations and delivering quality service
Take ownership of the customer experience and demonstrate attributes in accordance with LoanCare brand experience expectations
Utilize good judgment and understanding of processes/procedures to effectively resolve customer issues
Obtain/evaluate all relevant information to handle inquiries and complaints accurately and efficiently
Accurately track/document all communications with customers to provide a detailed history of contact
Assist with identifying root causes and explain the best solution to promptly resolve customer concerns
Achieve targeted individual and team-based performance goals monthly
Follow escalation procedures to address customer concerns requiring additional
research/resources to resolve
Direct requests and unresolved issues to the designated resource
All other duties as assigned.
Qualifications
High School Diploma or equivalent required.
Knowledge of customer service principles and practices
Excellent communication skills
Strong attention to detail and accuracy
Problem-solving and problem analysis skills
Desired Skills And Qualifications
2 years of Call Center or Customer Service experience preferred
Basic mortgage product knowledge 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: $20.00 per hour.
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.
About Remote Employment
We provide the necessary equipment; all you need is a quiet, private place in your home and a high-speed internet connection with a minimum network download speed of 25 megabits per second (MBPS) and a minimum network upload speed of 10 MBPS
Who We Are
About 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 CONDITIONS
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. 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.

Work arrangement
No