Customer Service Representative

1 week ago

West Palm Beach, Florida, United States Ocwen Financial Full time
Job Summary

We are seeking a highly skilled and customer-focused Customer Service Representative to join our team. As a key member of our customer service team, you will be responsible for providing exceptional service to our customers, resolving their inquiries and concerns in a timely and professional manner.

Key Responsibilities
  • Answer and handle incoming phone calls from customers regarding their mortgage loan
  • Collaborate with internal departments to resolve complex questions and escalate as needed
  • Utilize scripted materials to provide accurate solutions to customers
  • Document all customer interactions in our system of record
  • Effectively navigate and use our user resource manual to locate information independently and assist with customer questions
  • Use multiple Company applications simultaneously on multiple monitors to complete required tasks
  • 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
Requirements
  • High School Diploma or equivalent required
  • Minimum of one year's call center experience required
  • Experience with Customer Service Call Center technology required
  • Basic computer skills, including typing, navigating multiple systems simultaneously, and proficiency with email systems such as Outlook, and the Microsoft Office suite
  • Ability to work independently in a remote and in-person environment
  • Outstanding communications skills, with an emphasis on strong customer service and professional relationship building skills
  • Problem solving and decision-making abilities, with attention to detail, organization, and execution of multiple tasks
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. We are committed to maintaining responsible and ethical practices while delivering an exceptional customer experience. Our Service Excellence philosophy is built on the CARE standards: Caring, Accurate, Responsive, and Empowered. We expect all employees to interact and engage our colleagues and customers with respect, courtesy, and professionalism.

What We Offer
  • Competitive pay and benefits package
  • Opportunities for career advancement and professional growth
  • A comprehensive benefits package, including medical, dental, and vision coverage
  • Generous paid time off and holidays
  • Tuition assistance and training programs
  • A dynamic and supportive work environment

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