Coordinator, Customer Care Center - Customer Service

Location: Mount Laurel

The Coordinator, Customer Service is a customer-facing role responsible for delivering exceptional quality support to customers by answering incoming phone calls and resolving all customer inquiries on the Company's mortgage products and services. This role focuses on solving customer problems, reducing customer friction, and providing clear, actionable solutions that help customers move forward.

As a front-line representative of the Onity brand, this role is accountable for creating positive customer experiences, strengthening relationships, and identifying opportunities to deliver additional value through relevant products and services. Agents in this role are required to use scripting and adhere to investor servicing guidelines, internal policies and procedures. Success in this role is measured through customer satisfaction, resolution outcomes, and the ability to build truth with every interaction.

Work Schedule:

* Scheduled work hours are 12 pm to 9 pm Monday through Friday and rotating Saturdays from 8 am to 5 pm.

* This is a 100% in-office position. Employee must be within commutable distance to the Mt. Laurel, NJ office.

* This position is full-time.

* Eight week paid on the job training. After training, there will be a 3-month performance evaluation period.

* What Onity Mortgage Offers:

* Position does require working in our Mt. Laurel, NJ office full time

* Pay is $18.00 to $20.00 per hour based on experience + potential overtime + monthly incentive averaging around $400 per month

Competitive benefits

* 401(k) with company match after 1 year

* Paid holidays + 2 floating holidays + 1 volunteer day per year

* 19 days of paid time off per year

* Tuition assistance

* Quarterly "Fun at Work" events

* Opportunity for yearly merit increase in compensation

* Training will be provided on AI-powered tools and workflows used in the contact center, as well as Lean Management System (LMS) principles including daily huddles, visual management, and continuous improvement practices

* Defined career path for high performers:
Coordinators who demonstrate consistent performance and leadership potential are eligible to advance to Team Lead, and further into Assistant Manager and Manager roles within the Customer Care organization. Internal mobility across business lines is actively encouraged

Job Functions and Responsibilities:

* Serve customers with a deep sense of responsibility and privilege, recognizing the importance of each customer interaction in their financial journey

* Take ownership of every customer interaction, listening fully, understanding needs, and guiding customers to outcomes that go beyond resolution to true peace of mind

* Deliver exceptional customer experiences that strengthen trust and loyalty, consistently exceeding expectations rather than simply meeting them

* Approach every customer need as a problem to solve, reducing effort, removing confusion, and creating a clear and confident path forward

* Provide thoughtful guidance on products, services, and solutions that genuinely improve the customer's situation, reflecting a service-to-sales mindset grounded in customer value

* Create seamless experiences by partnering across teams when needed, ensuring the customer is never left without an answer or next step

* Maintain accurate, complete documentation of all customer interactions to support continuity, accountability and high-quality service

* Navigate multiple servicing platforms and applications simultaneously, including loan servicing systems, outbound dialer platforms, and skip-tracing

* Consistently deliver performance outcomes aligned with customer satisfaction (e.g., Net Promoter Score), experience measures, quality and productivity.

Qualifications:

* High school diploma or equivalent required

* Minimum of one year experience in a call center, collections, inside sales or customer service environment required, with a strong focus on superior customer experience

* Strong computer skills, including typing, navigating multiple systems simultaneously to work efficiently in a fast-paced, performance-driven environment; proficient knowledge with the Microsoft Office suite required; exposure to chat, email, SMS; AI a plus

* Strong communication skills with the ability to build trust while addressing sensitive financial situations, handle objections, and resolve customer concerns

* Demonstrated problem-solving ability and a customer-first mindset

Training / Licensing Requirements:

* Must pass the Company's Background Screening process prior to beginning employment. Additionally, as a condition of employment, you may be required to pass client-specific background check requirements or Federal/State licensing requirements, if applicable.

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