Call Center Representative

The Coordinator, Customer Service is a call center phone agent position within the Company’s forward mortgage servicing business. This position reports to a Team Lead, Customer Service and is responsible for answering incoming phone calls and resolving all customer inquiries on the Company’s products and services while maintaining a high degree of professionalism and courteous customer service in all interactions, both internally and externally. Agents in this role are required to use scripting and adhere to investor servicing guidelines, internal policies and procedures.

What PHH Offers:

• Position does require working in our West Palm Beach office full time
• Pay is $16.25 to $20 per hour based on experience + potential overtime + monthly incentive ranging between $400 to $800 per month
• Best in class industry benefits
• 401K 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
• Career advancement opportunities after one year of service

Job Functions and Responsibilities:

• Answer and handle incoming phone calls from customers regarding their mortgage loan; identify the reason for the phone call and provide the customer with an appropriate response and resolution
• Collaborate with internal departments and escalate as needed to resolve more complex questions
• Utilize required scripted materials to provide accurate solutions to customers
• Document all customer interactions in the Company’s system of record
• Effectively navigate and use the team’s user resource manual to locate information independently and assist with customer questions
• Use multiple Company applications simultaneously on multiple monitors including Black Knight, Speedpay, and CIV to complete required tasks
• 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

Qualifications:

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

• High School Diploma or equivalent is required
• Minimum of one years call center experience required
• Experience with Customer Service Call Center technology 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
• Ability to work independently in a remote and in-person environment
• Outstanding communications skills (including verbal, written and listening skills), with an emphasis on strong customer service and professional relationship building skills
• Problem solving and decision-making abilities, with attention to detail, organization and execution of multiple tasks

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.

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

#PHH

Onity Group Inc. is a leading non-bank mortgage servicer and originator providing solutions through its primary brands, PHH Mortgage and Liberty Reverse Mortgage.

PHH Mortgage, a subsidiary of Onity Group Inc., has been providing mortgage lending and servicing solutions since 1984 and is dedicated to maintaining responsible and ethical practices while delivering an exceptional customer experience. PHH offers industry-leading mortgage solutions for the entire mortgage lifecycle, including correspondent lending, MSR/Co-Issue, subservicing, commercial servicing, reverse mortgages and portfolio retention. We are one of the largest subservicers of residential mortgages in the United States and one of only two servicers in reverse mortgage lending.

At Onity Group Inc., we consistently deliver on our commitments to customers, clients, investors and colleagues through caring service, integrity and creative solutions. This Service Excellence philosophy is embraced by meeting service standards we call CARE, which stands for Caring, Accurate, Responsive and Empowered. We expect all employees to interact and engage our colleagues and our customers with respect, courtesy and professionalism, and to achieve results consistent with our CARE standards.

Onity Group Inc. is intensely focused on hiring, developing and retaining the best talent in the industry! Our commitment to Diversity, Equity & Inclusion 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.

Onity Group Inc. offers a comprehensive benefits package including medical, dental and vision; up to 3% match on 401(k) contributions; generous paid time off; company-paid life, accident and disability coverage; programs for mental, physical and financial wellness; and more. Visit jobs.onitygroup.com for details.

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