Call Center Representative

The Coordinator, Customer Service & Resolutions is a customer-facing role responsible for delivering exceptional quality support to customers by answering incoming phone calls, resolving customer inquiries on the Company’s mortgage products and services, and working with customers to resolve mortgage delinquency and restore their financial standing whenever possible. This role focuses on solving customer problems, reducing customer friction, understanding each customer’s situation, identifying the right path forward, and providing clear, actionable solutions that help customers move forward with confidence.

As a front-line representative of the Onity brand, this role is accountable for creating positive customer experiences, strengthening relationships, balancing customer care with performance outcomes, and delivering results aligned with customer satisfaction, resolution outcomes, cure rates, sustainable payment solutions, collections effectiveness, and overall portfolio health. 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 EST Monday through Friday and rotating Saturdays from 8 am to 5 pm EST.
• This is a hybrid position. The position will require full time in office during training for approximately 4 weeks and then move to a hybrid position working remotely.
• Employee must be within commutable distance to the West Palm Beach, FL office.
• This position is full-time.
• Eight week paid training. After training, there will be a 3-month performance evaluation period.

What Onity Mortgage Offers

• Competitive benefits
• 401(k) 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
• 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
• 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

Job Functions and Responsibilities:

• Serve customers with a deep sense of responsibility and privilege, recognizing the importance of each customer interaction in their financial journey and, when applicable, helping them regain control of their financial situation
• Take ownership of every customer interaction and delinquent account by listening fully, understanding needs, identifying the root cause of non-payment when applicable, and guiding customers toward outcomes that provide resolution, clarity, and peace of mind
• Deliver exceptional customer experiences that strengthen trust and loyalty, consistently exceeding expectations while creating positive, outcome-focused interactions
• Answer incoming customer calls, resolve customer inquiries, and provide support related to the Company’s mortgage products and services
• Engage customers who are delinquent with their mortgage loan payments to complete required financial actions to cure their account through cash cure/payment when possible
• Conduct thoughtful, effective financial conversations to assess ability and willingness to pay, build trust, encourage commitment, and help customers understand their path forward
• Approach every customer need as a problem to solve by reducing effort, removing confusion, and creating a clear and confident path forward
• 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
• 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
• Educate borrowers on the consequences of non-payment, build trust and rapport, secure commitments to resolve delinquency, and act with transparency in all interactions
• Create seamless experiences by partnering across teams when needed, ensuring the customer is never left without an answer or next step
• Maintain accurate, complete documentation of all customer interactions, repayment plans, account actions, and service activity to support continuity, accountability and high-quality service
• Navigate multiple servicing platforms and applications simultaneously, including loan servicing systems, outbound dialer platforms, and skip-tracing
• Assist other departments with call handling needs as call volume dictates
• Approach each interaction with urgency, professionalism, empathy and focus, recognizing that speed and clarity directly impact customer confidence and resolution success
• Consistently deliver performance outcomes aligned with customer satisfaction (e.g., Net Promoter Score), experience measures, quality, productivity, cure rate, collections effectiveness, and overall portfolio health

Qualifications:

• High school diploma or equivalent required
• Experienced call center professionals highly preferred, Minimum of one year experience in a call center, collections, inside sales, customer service, or dispatch environment required, with a strong focus on superior customer experience
• Prior mortgage or financial services experience is a plus
• 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 required; exposure to chat, email, SMS, dialer tools, and AI a plus
• Strong communication skills with the ability to build trust while addressing sensitive financial situations, handle objections, resolve customer concerns, set expectations, secure commitments, and ensure customers understand their path forward
• Demonstrated problem-solving ability and a customer-first mindset
• 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
• Proven ability to influence customer behavior, secure commitments, and drive payment outcomes

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.

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