Call Center Representative Job at PHH Mortgage in Mount Laurel Township

Overview

Call Center Representative role at PHH Mortgage. The Coordinator, Customer Resolutions – Flex Agent 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 Mount Laurel, NJ office location and available to work in the office.
• This position is a full-time role.
• Eight weeks of paid on-the-job training. After training there will be a 3-month performance evaluation period.

What PHH Offers

• Position requires 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

• High school diploma or equivalent required
• Minimum of one year experience in a customer service, call center or collections environment preferred
• Basic computer skills, including typing, navigating multiple systems simultaneously, basic computer setup and proficiency with Outlook and Microsoft Office
• Outstanding communications skills (verbal, written and listening), with an emphasis on customer service, relationship building, 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; may be required to pass client-specific background checks or licensing requirements, if applicable

PHH is an equal employment opportunity employer. If you have a disability or special need that requires accommodation, please let us know.

About Us Onity Group Inc. is a leading non-bank mortgage servicer and originator providing solutions through its primary brands, PHH Mortgage and Liberty Reverse Mortgage. PHH Mortgage, a subsidiary of Onity Group Inc., has been providing mortgage lending and servicing solutions since 1984 and is dedicated to maintaining responsible and ethical practices while delivering an exceptional customer experience. PHH offers industry-leading mortgage solutions for the entire mortgage lifecycle. Onity Group Inc. is committed to Diversity, Equity & Inclusion and equal employment opportunities.