collection representative

loss prevention manager

customer service representative

customer experience specialist

loan counselor

LoanCare

If you are desperate or just starting out in the work field then maybe go here. 
First, you have to work a 11 hour shift and 10 hour shift every week, this is mandatory. But here is the thing, they don't want to pay you over time so they will cut those 3 hours from other days of the week, there was one day I went in a hour and a half later, then left a half hour early and then another day left a hour early, just so they didn't have to pay me over time pay. Again this is mandatory. Next they told me it would be 1 Saturday a month at my interview, yet it could be 2 Saturdays a month, And at first we had to work 6 days a week, but now we actually are getting a week day off but there is no guarantee that it will stay that way. 
Team leads and supervisors try, they really do, but they have had the same amount of training as we have and they all give different answers to borrower issues. And training is a joke, new reps are clueless once placed on the floor and don't know how to help the borrowers, and screw up a lot, but it is not their fault, the training is horrible and a joke. Many new people quit within a week or two after being on the floor because it is so stressful. 
You will have borrowers yell at you on a daily basis, some so loud it causes me to get sick to my stomach because the ear pain they caused. I don't blame them though, after all we are the ones screwing up their loans. 
You have to reach quotas, 10 calls a hour or more, and they lean more towards the more, they say they want 1 call resolution but that impossible at times, and because all upper management cares about is calls taken in a day, they don't care if a rep screws up a borrowers account, but care when those of us who care and try to resolve the originally problem and new problem the last rep created. They will come up to you and question why you are o a call to long. And god forbid we use the follow up button so we can properly document the loan or set up the tasks required to fix the loan. If in follow up they will either kick you out so you get a call or again come up to you and ask why you are in follow up. It is micromanaging at it's finest. But don't get me wrong, it's not that bad everyday, but is near end of month to make sure we answer those calls right away so upper management gets their big fat bonus. Or if it's a "hot day" and calls are none stop with 80 or more calls in the que. 
Bonus can be easy to get, but they knit pick everything on your calls, change what is expected and required so they can try and keep you from getting a good high bonus. 
So all the pressure to take calls causes many reps to not do what needs to be done, or they will just transfer the borrower back in the call que to avoid helping them at all, or hang up on the borrower, all so they can look good with numbers and get a bonus. 
Bottom line, management doesn't care about you or the borrower, it's all about the money. 
I have worked in many call centers for different types of companies and this is by far the worse. 
Also typical of any job anymore, if you don't kiss up to management, are liked or conform to the robot they want you to be you will not get far, and oh so far they have not promoted from within. So don't think you will advance in this company, because you will not. Even if upper management flirts with you, you do not move up, you just get away with things that others wouldn't. 
I could go on about what is wrong with working for this company and how they treat not only employees but the borrowers, but I have a life and need to get to it. 
So you take this review with a grain of salt, everyone's experience is different.

If you are desperate or just starting out in the work field then maybe go here.
First, you have to work a 11 hour shift and 10 hour shift every week, this is mandatory. But here is the thing, they don't want to pay you over time so they will cut those 3 hours from other days of the week, there was one day I went in a hour and a half later, then left a half hour  early and then another day left a hour early, just so they didn't have to pay me over time pay. Again this is mandatory.  Next they told me it would be 1 Saturday a month at my interview, yet it could be 2 Saturdays a month, And at first we had to work 6 days a week, but now we actually are getting a week day off but there is no guarantee that it will stay that way. 
Team leads and supervisors try, they really do, but they have had the same amount of training as we have and they all give different answers to borrower issues. And training is a joke, new reps are clueless once placed on the floor and don't know how to help the borrowers, and screw up a lot, but it is not their fault, the training is horrible and a joke. Many new people quit within a week or two after being on the floor because it is so stressful. 
You will have borrowers yell at you on a daily basis, some so loud it causes me to get sick to my stomach because the ear pain they caused. I don't blame them though, after all we are the ones screwing up their loans. 
You have to reach quotas, 10 calls a hour or more, and they lean more towards the more, they say they want 1 call resolution but that impossible at times, and because all upper management cares about is calls taken in a day, they don't care if a rep screws up a borrowers account, but care when those of us who care and try to resolve the originally problem and new problem the last rep created. They will come up to you and question why you are o a call to long. And god forbid we use the follow up button so we can properly document the loan or set up the tasks required to fix the loan. If in follow up they will either kick you out so you get a call or again come up to you and ask why you are in follow up. It is micromanaging at it's finest. But don't get me wrong, it's not that bad everyday, but is near end of month to make sure we answer those calls right away so upper management gets their big fat bonus. Or if it's a "hot day" and calls are none stop with 80 or more calls in the que. 
So all the pressure to take calls causes many reps to not do what needs to be done, or they will just transfer the borrower back in the call que to avoid helping them at all, or hang up on the borrower, all so they can look good with numbers and get a bonus. 
Bottom line, management doesn't care about you or the borrower, it's all about the money. 
I have worked in all call centers and this is by far the worse.  
Also typical of any job anymore, if you don't kick up to management, are liked or conform to the robot they want you to be you will not get far, and oh so far they have not promoted from within. So don't think you will advance in this company, because you will not. Even if upper management flirts with you, you do not move up, you just get away with things that others wouldn't. 
I could go on about what is wrong with working for this company and how they treat not only employees but the borrowers, but I have a life and need to get to it. 
So you take this review with a grain of salt, everyone's experience is different.

I've been at LoanCare for a little over a year now and I have never once gotten out of bed and said "I hate my job and I don't want to go back." I come into work at 8am and I enjoy the people I am around and the family like vibe of the team I am on. I take 2 fifteen minute breaks and a lunch, and am not bound to any particular schedule. Just go when you feel ready. 

I came into LoanCare with ZERO mortgage experience. I came from a background of retail/grocery stores and Moes. When you start, you have a 2-4 week paid training period in a classroom setting (length of time depends on department). The instructors are wonderful and people that I still find myself on smoke breaks with. I have learned a lot, and I feel have mastered what I do daily. 

We are the corporate office of LoanCare. We have HR, the President and SVP's and such on site all day long, and with that our dress code is currently pretty laxed, Jeans and tennis shoes are permitted daily and everyone is pretty laid back and kind. Where you are in the building and who your direct supervisor is really depends on what you can get away with when you push the boundaries a little. Upper management is uppity and walks around with their noses in the air but that's nothing more than typical corporate politics and you will find that anywhere you go. Most supervisors aren't 'micromanagers' and you don't really have to deal with anyone higher up than them. 

Employee Engagement is a BIG thing at LoanCare. They work hard to make us feel valued, and accepted. There are often games, and raffles and holiday luncheons and free lunches provided to us, company outings have occurred and there is almost always something to look forward to. LoanCare is 100% the most caring company I have ever worked for. 

The hardest part of my job is that if you let yourself fall behind, its difficult to catch up. 

The most enjoyable part of my job is just being a part of something that's bigger than what I'm doing. It may seem boring - sitting at a computer all day working in excel and updating systems and emailing back and forth with clients, but when you step back and look at the big picture - it's really cool to know that what you're doing is improving someone's quality of life and helping them feel secure in their homes.

During my time in the Internal Risk Analyst role the level of training and constantly changing objectives were very stressful.  Management changed several times and there were many different process changes that happened with very little training.  I was told to simply as more questions if I needed to, however, when you aren’t trained very well or given the opportunity to work out the kinks, it’s hard to know what questions to ask.  Within the first year I was hired by one manager and then upon my start date was put under someone else.  My new manager then went out on maternity leave within the first 3 months and I didn’t have anyone to really help me day to day.  Within 6 months I was thrown in to help with a 2nd process with minimal training and expected to work 2 pipelines at the same time and meet all the deadlines and expectations.  If things were missed I was told that I need to ask more questions again and do whatever I needed to, to make sure the work was completed.  A few months later I again was tasked to cross train and help with another co-workers influx of work with limited training and opportunity to learn the process before being expected to handle both pipelines.  There was ZERO consideration for my personal/family life.  Management acts like they care about the person, but in reality the people on the Risk Analyst team only care about getting the work done and sacrificing anything you have going on personally as justification for needing help or “ it getting it”.  Management also micromanaged everything from reporting to email verbiage and were not at open to adjusting procedures in order to streamline the work and make things more efficient.  The team is made up of 4-5 people who have all worked together previously so as an outsider, it is difficult to “fit in” or feel like you truly have a chance to succeed.  Perhaps in other departments it is different, but working under this management team is simply not worth the stress level or time commitment.

I worked here for longer then I should have. 
Pay was o.k and there is bonus to be made, but they do make it hard to get. But lets start with the hours, you have to work a mandatory 11 hour shift and 10 hour shift every week. They don't want to pay you over time so they will cut those 3 hours from other days of the week. Unless you work the latest shift then it is Mandatory to work 1-2 Saturdays a month.
The schedule makes it hard to have a life outside of work and it wears you out. 
The company doesn't allow you to get the callers issue resolved completely on most calls. We're talking about lost payments, incorrect escrow, or issues when loan has been transferred to loancare. We were expected to take a minimum of 10 calls a hour and that is possible with about 40% of the calls, but the rest need longer to get resolved properly. Many employees either transferred the call back into the que to avoid a difficult call or screwed up in general causing the caller to have to call back again. But if you take the time to resolve the problem then you would get questioned on why a call was taking to long or why you were in follow up to long after a call. I would get tolled to finish up the call regardless if the issue was fixed. So if you actually like to help people and resolve their problem in one call then this company really isn't for you. 

The bonus can be pretty high, but the callers suffer because employees rush the calls to meet the call quota. And there are many employees who avoid the long, difficult calls by transferring the callers back into the que so they don't have to deal with it, so they keep only the quick, easy calls so they can get a high call volume to make bonus. Money is the motivator with most employees and management. Team leads and supervisors make more money based on how the representatives do. And of course the higher up managers want the call quantity over quality so they make good bonuses and the call center looks better then it is. It all makes it a stressful place to work.

When first hired I felt optimistic about the company and the future. LoanCare has a small company feel, and the people are friendly, and the training was great. Once introduced in to the work environment I was surprised with the lack of direction. I gave it a few months, because surely I was missing something, possible a transition period. As time went on though I found that it is the company that was missing the target. I found it astonishing the lack of processes in place. The indecisiveness of a employees job function as directed (or lack of) by management, missing processes and department contacts to resolve simple problems, and blind spots of daily operations because a lack of reporting. This all creates at times a adversarial work environment between departments and with clients because of the lack of accountability this affords groups and employees at LoanCare. Because people can not see their own errors, it is always someone else's fault. The slack needs to be tightened, by improving processes and utilizing technology.  At times new ideas can be stifled because "that is the way we've always done it."

With all that said, LoanCare is a good place for someone first entering the business world. It can help develop skill for those needing experience on their resume. It is a easy place to settle because of job security, but ultimately will not be challenging in less than a year.  The benefits alone will make you wish for something more.

I will begin by saying when I first started the company was great and there was some communication. But after COVID and everything went remote the breakdown began within the company. Typical work day was high volume calls and working multiple departments with no compensation for working those departments stating its a change of job duties. You are punished for other's as well as supervisor's mistakes. Upper management fails to uphold on their promises. Company has also had employees give company reviews. New hires starting higher than employees that has been there for multiple years. Yearly reviews are very biased. The company would rather terminate you rather than educate you.

 Pros
Learned basic insights on mortgages and assistance programs
Working from home

Cons
Little to no communication
Workplace culture is mixed between cutthroat and supportive. (Will explain at the bottom)
Hardest part of the job is the high volume calls, word scripting making you seem robotic rather than human. Understandably some scripting is required, but not the entire call. Also working multiple departments with very little to no training, which you was held accountable for if you made a mistake.
Benefits are expensive and not the greatest for the price

As far as the work culture I stated it was mixed. It's because of the bonus system. There are team and individual bonuses each month. So on the team aspect the are kind of supportive but very cutthroat because of the individual bonuses. However the bonuses are quite low for the quota required.

My experience at LoanCare was extremely disappointing. The training program felt inadequate and did not properly prepare employees for the complexity and workload expected on calls. Management often spoke about supporting employee success, but in practice, the feedback was largely critical and rarely included constructive guidance on how to improve moving forward.

There was a lack of consistency in expectations and processes, which made it difficult to feel confident or set up for success. The workload required on a single call does not align with the level of compensation offered. Unfortunately, morale across the team seemed low, and leadership—particularly my direct manager—contributed to that environment.

During my final weeks, I was ill but continued working to meet expectations. At times, I needed to briefly place customers on hold to manage coughing or get water. Rather than receiving understanding or support, this was scrutinized—down to my mouse activity while assisting customers. Despite my stand-in manager being aware that I was sick and struggling through calls, communication and consideration seemed lacking. Shortly after, I was terminated.

Overall, the experience felt discouraging and like a significant waste of time. Until management shifts its approach to genuinely support and develop employees, turnover will likely remain high

The management is almost non-existent, since the main focus is the headquarters. Management is not willing to work with employees with personal request or issues.  They are not understanding nor compassionate. Their main focus is "ruling by the iron fist". They MUST feel in control, at all times. They expect the employees to give them 120%, with no acknowledgement or praise and most importantly, TRAINING! Training was next to nothing; yet again you are EXPECTED to perform or else, there are consequences to be dealt with. There is absolutely NO TEAM WORK from management. Again, their word is FINAL. I feel that this company has lost multiple good employees, due to their culture. I have never in my life worked with Management that doesn't know anything; including the actual employees. The Executive Management, Manager and Supervisor, for the particular department, treated team members, poorly.....it was stated clearly to the team, that they are all "dispensable and there is the door".   That is the WORST managerial tactic I have witnessed, in my professional work experiences. The remote department Manager, was nothing short from rude and controlling; again without even knowing the employees, personally. What a disappointment. This company really needs to re-evaluate who is in Management and learn how to respect their employees.  Beating employees down will never bring them up. (Fact)

Experience in opening and closing bankruptcy workstations for a mortgage company which includes printing out the bankruptcy petition, reviewing mortgage, loss mitigation, bankruptcy schedules, plan, statement of intentions and disclosure statements Prepare referrals for attorneys for: Proofs of Claim and objections thereto, Motions for Relief, Objections to Confirmation, Adversary actions and miscellaneous motions filed against client. Review prepared pleadings for accuracy. During the pendency of the bankruptcy, monitor files for trustee payments, post-petition payments, dismissals and discharges
Work internal MSP tracking queues responding with timely and accurate actions
Conduct research on bankruptcy matters such as: payment tracking and applications, and review of trustee ledgers
Responds to incoming correspondence, email and tasks on all assigned cases in a timely fashion
Field calls from customers regarding their account as long as written authorization is received form bankruptcy counsel
Provide and/or prepare documents as per attorney request including but not limited to Deed of Trust/Mortgage, Note, Allonge to note and Assignment of Mortgage
Knowledge of mortgage loan workout options (i.e. loan modifications, short sale, deed in lieu and foreclosure).

Top Job Titles	Average Salary
Collection representative 3 salaries reported	$22.00 per hour
Loss prevention manager 1 salary reported	$21.50 per hour
Customer service representative 1 salary reported	$20.00 per hour
Customer experience specialist 9 salaries reported	$18.00 per hour
Loan counselor 3 salaries reported	$22.00 per hour

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