Call Center Representative

The Coordinator, Customer Resolutions is a call center phone agent position within the Company’s forward mortgage servicing business. This position reports to a Team Lead, Customer Resolutions and works independently on a team located in one of four sites:
West Palm Beach, Fl, Mount Laurel, NJ, St. Croix, USVI, or Rancho Cordova, CA. This position is responsible for mortgage debt collections. The agent’s role is to make phone calls to homeowners to collect loan payments, resolve delinquent loans, and address customer service inquiries through retention and liquidation strategies while maintaining a high degree of professionalism, courteous customer service, and promptness in all interactions.

Agents in this role are required to use scripting and adhere to investor servicing guidelines, internal policies and procedures.

• 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 office location and available to work in the office. Office location is in West Palm Beach, Fl.
• This position is full time.
• Eight week paid on the job training. After training there will be a 3 month performance evaluation period.

• Position does require working in our West Palm Beach office full time
• Pay is $18.50 to $20.50 per hour based on experience + potential overtime + monthly incentive averaging around $400 per month
• Best in class industry benefits
• 401K with company match after 1 year
• 19 days of paid time off per year
• Tuition assistance
• Quarterly “Fun at Work” events
• Opportunity for yearly merit increase in compensation
• Career advancement opportunities after one year of service

• Contact customers who are delinquent with their mortgage loan payments via phone to collect debts
• Complete financial interviews with customers to document the reason for payment delinquency and assist them with establishing repayment options
• Research and resolve issues that impact the mortgage loan due dates and delinquency
• Utilize required scripted materials to provide accurate solutions to customers
• Document all customer interactions and repayment agreements in the Company’s system of record
• Use several Company applications simultaneously on multiple monitors to complete required tasks
• Ensure loss mitigation assistance package requests are sent to, completed and returned by customers in a timely manner
• Communicate with authorized third parties as required
• Research customer contact information when these details are not readily available
• Respond to internal emails and communications from the Team Lead and complete required job trainings in a timely manner
• Assist other departments with call handling needs as call volume dictates
• Meet the required departmental performance and metric standards

To perform this job successfully, an individual must have the following education and/or experience:

• High School Diploma or equivalent required

Minimum of one year experience in a call center, collections, inside sales or customer service environment required

• Must possess basic computer skills, including typing, navigating multiple systems simultaneously, basic computer set-up and have a proficient knowledge with email systems such as Outlook, and the Microsoft Office suite
• Outstanding communications skills (including verbal, written and listening skills), with an emphasis on strong customer service, professional relationship building skills, and conflict resolution
• Problem solving and decision-making abilities, with attention to detail, organization and execution of multiple tasks

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.

Onity is intensely focused on hiring, developing and retaining the best talent in the industry! Our commitment to inclusion and equal opportunity ensures that we sustain our reputation as an outstanding place to work, a great business partner and a valued community member. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

If you have a disability or special need that requires accommodation, please let us know.