Coordinator, Customer Care Center – Customer Service

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    "ExternalDescriptionStr": "<p><span style=\"font-family: Arial, sans-serif;\">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.</span></p><p><span style=\"font-family: Arial, sans-serif;\">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.</span></p><p><span style=\"font-family: Arial, sans-serif;\"><strong>Work Schedule:</strong></span></p><ul style=\"list-style-type: disc;\"><li><span style=\"font-family: Arial, sans-serif;\">Scheduled work hours are 12 pm to 9 pm Monday through Friday and rotating Saturdays from 8 am to 5 pm. &nbsp;</span></li><li><span style=\"font-family: Arial, sans-serif;\">This is a 100% in-office position. Employee must be within commutable distance to the Mt. Laurel, NJ office.&nbsp; &nbsp;</span></li><li><span style=\"font-family: Arial, sans-serif;\">This position is full-time.&nbsp;</span></li><li><span style=\"font-family: Arial, sans-serif;\">Eight week paid on the job training.&nbsp; After training, there will be a 3-month performance evaluation period.&nbsp;</span></li><li><span style=\"font-family: Arial, sans-serif;\">What Onity Mortgage Offers:</span></li><li><span style=\"font-family: Arial, sans-serif;\">Position does require working in our Mt. Laurel, NJ office full time&nbsp;</span></li><li><span style=\"font-family: Arial, sans-serif;\">Pay is $18.00 to $20.00 per hour based on experience + potential overtime + monthly incentive averaging around $400 per month</span></li></ul><p>&nbsp;</p><p><span style=\"font-family: Arial, sans-serif;\"><strong>Competitive benefits&nbsp;</strong></span></p><ul style=\"list-style-type: disc;\"><li><span style=\"font-family: Arial, sans-serif;\">401(k) with company match after 1 year</span></li><li><span style=\"font-family: Arial, sans-serif;\">Paid holidays + 2 floating holidays + 1 volunteer day per year&nbsp;</span></li><li><span style=\"font-family: Arial, sans-serif;\">19 days of paid time off per year&nbsp;</span></li><li><span style=\"font-family: Arial, sans-serif;\">Tuition assistance&nbsp;</span></li><li><span style=\"font-family: Arial, sans-serif;\">Quarterly “Fun at Work” events&nbsp;</span></li><li><span style=\"font-family: Arial, sans-serif;\">Opportunity for yearly merit increase in compensation</span></li><li><span style=\"font-family: Arial, sans-serif;\">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</span></li><li><span style=\"font-family: Arial, sans-serif;\">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</span></li></ul><p>&nbsp;</p><p><span style=\"font-family: Arial, sans-serif;\"><strong>Job Functions and Responsibilities:&nbsp;</strong></span></p><ul style=\"list-style-type: disc;\"><li><span style=\"font-family: Arial, sans-serif;\">Serve customers with a deep sense of responsibility and privilege, recognizing the importance of each customer interaction in their financial journey</span></li><li><span style=\"font-family: Arial, sans-serif;\">Take ownership of every customer interaction, listening fully, understanding needs, and guiding customers to outcomes that go beyond resolution to true peace of mind&nbsp;</span></li><li><span style=\"font-family: Arial, sans-serif;\">Deliver exceptional customer experiences that strengthen trust and loyalty, consistently exceeding expectations rather than simply meeting them&nbsp;</span></li><li><span style=\"font-family: Arial, sans-serif;\">Approach every customer need as a problem to solve, reducing effort, removing confusion, and creating a clear and confident path forward&nbsp;</span></li><li><span style=\"font-family: Arial, sans-serif;\">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&nbsp;</span></li><li><span style=\"font-family: Arial, sans-serif;\">Create seamless experiences by partnering across teams when needed, ensuring the customer is never left without an answer or next step&nbsp;</span></li><li><span style=\"font-family: Arial, sans-serif;\">Maintain accurate, complete documentation of all customer interactions to support continuity, accountability and high-quality service</span></li><li><span style=\"font-family: Arial, sans-serif;\">Navigate multiple servicing platforms and applications simultaneously, including loan servicing systems, outbound dialer platforms, and skip-tracing&nbsp;</span></li><li><span style=\"font-family: Arial, sans-serif;\">Consistently deliver performance outcomes aligned with customer satisfaction (e.g., Net Promoter Score), experience measures, quality and productivity.</span></li></ul><p>&nbsp;</p><p><span style=\"font-family: Arial, sans-serif;\"><strong>Qualifications:</strong></span></p><ul><li><span style=\"font-family: Arial, sans-serif;\">High school diploma or equivalent required&nbsp;</span></li><li><span style=\"font-family: Arial, sans-serif;\"><span>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</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span>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&nbsp;required; exposure to chat, email, SMS; AI a plus</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span>Strong communication skills with the ability to build trust while addressing sensitive financial situations, handle objections, and resolve customer concerns</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span>Demonstrated problem-solving ability and a customer-first mindset</span></span></li></ul><p>&nbsp;</p><p><span style=\"font-family: Arial, sans-serif;\"><span><strong>Training / Licensing Requirements:</strong></span></span></p><ul><li><span style=\"font-family: Arial, sans-serif;\"><span>Must pass the Company’s Background Screening process prior to beginning employment.&nbsp; Additionally, as a condition of employment, you may be required to pass client-specific background check requirements or Federal/State licensing requirements, if applicable.</span></span></li></ul><p>&nbsp;</p><p><span style=\"font-family: Arial, sans-serif;\"><span>#WeAreOnIt</span></span></p>",
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    "CorporateDescriptionStr": "<p>Onity Group Inc. is a leading non-bank financial services company providing mortgage servicing and originations solutions through its subsidiary, Onity Mortgage, formerly known as PHH Mortgage. Onity Mortgage is one of the largest servicers in the country, focused on delivering a variety of servicing and lending programs to customers, clients and investors.</p>\n<p><br></p>\n<p>At Onity, we strive to earn our customers’ loyalty every day. We do this by consistently delivering exceptional service and building trust through reliability, integrity, and following through on our commitments. We operate through the lens of the customer, understand the importance of homeownership, and take pride in helping homeowners. Collectively this fosters long-term relationships, ensuring our customers feel valued and supported. We expect all employees to interact with and engage our colleagues and our customers with respect, courtesy and professionalism, and to achieve results consistent with our service delivery standards.</p>\n<p><br></p>\n<p>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.</p>\n<p><br></p>\n<p>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.</p>\n<p><br></p>",
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