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Call Center Representative

Onity Group Inc. -
Mount Laurel, NJ

Apply Now

Job Details

Full-time
$18.50 - $20.50 an hour

Benefits

Paid training
Paid holidays
Health insurance
Dental insurance
401(k)
Tuition reimbursement
Paid time off
On-the-job training
Vision insurance
401(k) matching
Opportunities for advancement
Referral program

Qualifications

Computer operation
Collections agent experience
Customer relationship building
Loan collections
Customer service
Call center experience
Computer literacy
Client rapport building
High school diploma or GED
Conflict management
Typing

Full Job Description

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.

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 Mount Laurel, NJ.
This position is a full time.
Eight week paid on the job training. After training there will be a 3 month performance evaluation period.

What Onity Offers:

Position does require working in our Mount Laurel, NJ 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
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:

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

Qualifications:

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.

#WeAreOnIt

Pay: $18.50 - $20.50 per hour

Benefits:

401(k)
401(k) matching
Dental insurance
Health insurance
Referral program
Vision insurance

Application Question(s):

Have you interviewed or worked with Ocwen in the past?
This position is 40 hours per week. The hours of the position are 12 pm to 9 pm EST Monday through Friday and rotating Saturdays from 8 am to 5 pm EST? Can you work these hours with no conflicts?
This position is 100% in office. Are you able to work in our Mount Laurel, NJ office for training and all scheduled shifts?
The position pays $$18.50 to $20.50 per hour + a monthly incentive. Please indicate if this is within the range you are looking for.
he position starts on August 10th. Are you able to start work on that date with no pending vacations or needs for time off for the first 90 days?

Work Location: In person

Apply Now

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