Customer Service Representative

6 days ago

Laurel, Montana, United States Ocwen Financial Full time

Job Summary

We are seeking a highly skilled and customer-focused Customer Service Representative to join our team at Ocwen Financial. 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 loans
  • Identify the reason for the call and provide a resolution or escalate to a supervisor as needed
  • Collaborate with internal departments to resolve complex customer issues
  • 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
  • Experience with customer service call center technology beneficial but not 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, including verbal, written, and listening 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

Work Environment:

This is a hybrid remote/in-office position, and employees must be within commutable distance to the office location and available to work in the office as required. Our call center hours of operation are Monday - Friday 8:00 a.m. - 9:00 p.m. ET, Saturday 8:00 a.m. - 5:00 p.m. ET. Scheduled work hours or shifts will fall into those timeframes, and employees must be flexible and available to work during all listed business hours.

About Ocwen Financial:

Ocwen Financial is a leading provider of mortgage servicing solutions, dedicated to responsible and ethical practices while delivering an exceptional customer experience. We focus on subservicing and portfolio retention, allowing our clients to concentrate on their core businesses while providing borrowers with exceptional customer service throughout the life of their loans.

Equal Opportunity Employer:

Ocwen Financial is an equal opportunity workplace and is an affirmative action employer. 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.

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