Call Center Representative

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    "ExternalDescriptionStr": "<p><span style=\"font-family: Arial, sans-serif;\">The Coordinator, Customer Resolutions is a customer-facing role responsible for working with customers to resolve mortgage delinquency and restore their financial standing. This role focuses on understanding each customer’s situation, identifying the right path forward, and driving outcomes that return customers to current status whenever possible.</span></p><p><span style=\"font-family: Arial, sans-serif;\">As a front-line representative of the Onity brand, this role is accountable for delivering results that balance customer care with performance, helping customers navigate difficult financial situations with clarity, empathy, and urgency. Success in this role is measured through cure rates, sustainable payment solutions, and the ability to create positive, outcome-focused customer experiences.</span></p><p><span style=\"font-family: Arial, sans-serif;\">The agent’s role is to make outbound phone calls to homeowners to collect loan payments, resolve delinquent loans, use fact finding and probing skills to identify the root cause of delinquency to assist with the proper resolution,<span>&nbsp; </span>and address customer inquiries through retention and liquidation strategies while maintaining a high degree of professionalism and promptness. Agent will be required to build trust and rapport, get commitment from the borrower to resolve the delinquency, educate the borrower on consequences of non-payment, and act with transparency in all interactions. Agents in this role are required to use scripting and adhere to investor servicing guidelines, internal policies and procedures.&nbsp;</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 West Palm Beach, FL office .&nbsp; &nbsp;</span></li><li><span style=\"font-family: Arial, sans-serif;\">This position is a 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 West Palm Beach office full time&nbsp;</span></li><li><span style=\"font-family: Arial, sans-serif;\">Pay is $18.50 to $20.50 per hour based on experience + potential overtime + monthly incentive averaging around $400 per month</span></li><li><span style=\"font-family: Arial, sans-serif;\">Competitive benefits&nbsp;</span></li><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 Collections 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;\">Drive delinquency resolution by engaging customers who are delinquent with their mortgage loan payments to complete required financial actions to cure their account through cash cure/payment</span></li><li><span style=\"font-family: Arial, sans-serif;\">Conduct thoughtful, effective financial conversations to assess ability and willingness to pay, build trust, and encourage commitment&nbsp;</span></li><li><span style=\"font-family: Arial, sans-serif;\">Take full ownership of each delinquent account by identifying the root cause of non-payment and guiding the customer toward a sustainable resolution&nbsp;</span></li><li><span style=\"font-family: Arial, sans-serif;\">Guide customers through available repayment and resolution options including repayment plans, forbearance, loan modifications, and liquidation alternatives (short sale, deed-in-lieu) in accordance with investor and agency guidelines; scripts and training on all workout options will be provided</span></li><li><span style=\"font-family: Arial, sans-serif;\">Serve customers with a deep sense of responsibility and privilege, recognizing the importance of helping them regain control of their financial situation</span></li><li><span style=\"font-family: Arial, sans-serif;\">Maintain accurate, complete documentation of all customer interactions, repayment plans, and account actions</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;\">Assist other departments with call handling needs as call volume dictates</span></li><li><span style=\"font-family: Arial, sans-serif;\">Approach each interaction with urgency and focus, recognizing that speed and clarity directly impact cure success and customer confidence</span></li><li><span style=\"font-family: Arial, sans-serif;\">Consistently deliver performance outcomes aligned with cure rate, collections effectiveness, and overall portfolio health</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</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</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 dialer tools, SMS, AI a plus</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span>Communicate clearly and confidently to set expectations, secure commitments, and ensure customers understand their path forward; build trust while addressing sensitive financial situations</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span>Demonstrated ability to navigate difficult customer conversations with empathy and professionalism, including de-escalation and problem solving in high-stress interactions; collections experience in a mortgage servicing environment is a plus</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span>Proven ability to influence customer behavior, secure commitments, and drive payment outcomes</span></span></li></ul><p>&nbsp;</p><p><span style=\"font-family: Arial, sans-serif;\"><span><strong>Training / Licensing Requirements:&nbsp;</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. 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;\">#WeAreOnIt</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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