Team Lead, Customer Care Center – Customer Service

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    "ExternalDescriptionStr": "<p><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt;\">We are seeking a professional to lead a team of up to 14+ Customer Service Coordinators at our call center in Mount Laurel, NJ. The candidate will play a key role in the coaching and development of the Customer Care Coordinators under their supervision. Focus areas will include utilization of Onity’s technology, scripting, and loss mitigation experience to achieve top results in volume of resolutions, reduction in variability and high-quality scores.</span></span></p><p><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt;\"><strong>What Onity Mortgage Offers&nbsp;</strong></span></span></p><ul style=\"list-style-type: disc;\"><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt;\">Competitive benefits&nbsp;</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt;\">401(k) with company match after 1 year</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt;\">Paid holidays + 2 floating holidays + 1 volunteer day per year&nbsp;</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt;\">19 days of paid time off per year&nbsp;</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt;\">Tuition assistance&nbsp;</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt;\">Quarterly “Fun at Work” events&nbsp;</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt;\">Opportunity for yearly merit increase in compensation</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt;\">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></span></li></ul><p>&nbsp;</p><p><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt;\"><strong>Job Functions and Responsibilities:</strong></span></span></p><p><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt;\">To perform this job successfully, an individual must be able to perform each essential duty satisfactorily:</span></span></p><ul style=\"list-style-type: disc;\"><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt;\">Manage and motivate a team of Customer Care associates.&nbsp;</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt;\">Resolve escalated customer calls&nbsp;</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt;\">Coach and mentor team members to improve baseline performance to provide friendly and empathetic assistance to all customers&nbsp;</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt;\">Prepare and review compliance reports.&nbsp;</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt;\">Maintain a high level of customer Service within the team.&nbsp; &nbsp; &nbsp; &nbsp;</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt;\">Become familiar with the customer relations functions and the services offered&nbsp;</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt;\">Ensure all borrower contacts are logged into the loan servicing system&nbsp;</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt;\">Properly document PHH’s mortgage servicing system to ensure high quality customer service&nbsp;</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt;\">Ensure compliance to all laws and regulations governing call centers, mortgage servicing and collections&nbsp;</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt;\">Perform miscellaneous job related duties as assigned by the department manager&nbsp;</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt;\">Follow company policies &amp; procedures</span></span></li></ul><p>&nbsp;</p><p><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt;\"><strong>Qualifications:</strong></span></span></p><p><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt;\">To perform this job successfully, an individual must have the following education and/or experience:</span></span></p><ul style=\"list-style-type: disc;\"><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt;\">High School Diploma, GED, equivalent certification, or military experience Required</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt;\">Minimum of four (4) years of experience in collections, customer service or other customer/client interfacing role required</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt;\">Two (2) years minimum experience leading a team of Customer Service Representatives in a Call Center environment required</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt;\">Bilingual – Spanish/English a plus</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt;\">Proven leadership ability&nbsp;</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt;\">Passionate about providing high quality service&nbsp;</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt;\">Desire to learn about the mortgage industry and being involved in helping families maintain their homes&nbsp;</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt;\">Overall knowledge and experience in mortgage loan servicing desirable but not required</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt;\">Execute and prioritize multiple tasks</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt;\">Professionalism</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt;\">Flexible and adaptable to change</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt;\">Ability to build relationships (respect, trust, consensus)</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt;\">Encourage and inspire others</span></span></li></ul><p>&nbsp;</p><p><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt;\"><strong>Shift and Schedule:</strong></span></span></p><ul style=\"list-style-type: disc;\"><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt;\">The scheduled shift will be 12 pm to 9 pm Monday through Friday and rotating Saturdays from 8 am to 5 pm.&nbsp;</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt;\">Scheduled shift requires flexibility to work a 40 hour work during our call center hours.&nbsp; &nbsp;Call center hours are &nbsp;Monday – Friday 8:00am – 9:00pm and Saturdays 8:00am – 5:00pm.&nbsp; Shift will fall into those timeframes with a rotating Saturday (you will have 1 day off during the week of your rotating Saturday).&nbsp;&nbsp;</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt;\">Scheduled shift changes as a result of business needs (must be flexible)</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt;\">This is a 100% in office position. Employee must be within commutable distance to the office location in Mount Laurel, NJ and available to work in the office full time. &nbsp;</span></span></li></ul><p>&nbsp;</p><p><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt;\">#WeAreOnIt</span></span></p>",
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