This job is no longer available
There are still lots of open positions. Let's find the one that's right for you.
The Coordinator, Customer Resolutions - Flex Agent is a vital role within the Company's forward mortgage servicing business, primarily functioning as a call center phone agent. This position is designed for individuals who are adept at handling customer inquiries and resolving issues related to mortgage debt collections. Reporting directly to a Team Lead, Customer Resolutions, the agent will work independently as part of a team located in one of five designated sites: West Palm Beach, FL, Mount Laurel, NJ, St. Croix, USVI, Rancho Cordova, CA, or Houston, TX. The primary responsibility of this role is to engage with homeowners through phone calls to collect loan payments, address delinquent loans, and manage customer service inquiries. The agent must employ retention and liquidation strategies while ensuring a high level of professionalism and courteous service in all interactions. In this role, agents are required to utilize scripted materials and adhere to investor servicing guidelines, as well as internal policies and procedures. The position demands a proactive approach to customer service, where agents must document all customer interactions and repayment agreements accurately in the Company's system of record. Additionally, agents will conduct financial interviews with customers to understand the reasons for payment delinquency and assist them in establishing repayment options. The role also involves researching and resolving issues that may impact mortgage loan due dates and delinquency, ensuring that loss mitigation assistance package requests are processed efficiently. The position requires the ability to multitask effectively, as agents will be using several Company applications simultaneously on multiple monitors to complete their tasks. Communication with authorized third parties and responding to internal emails from the Team Lead are also essential components of the job. Agents are expected to meet departmental performance and metric standards while assisting other departments with call handling needs as necessary. This position is full-time and requires working in the West Palm Beach office, with scheduled hours from 12 pm to 9 pm Monday through Friday, and rotating Saturdays from 8 am to 5 pm.
