Call Center Representative

Onity•Mount Laurel, NJ

3d•Hybrid

About The Position

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.

Requirements

High school diploma or equivalent required
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
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
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
Must pass the Company’s Background Screening process prior to beginning employment.

Nice To Haves

exposure to chat, email, SMS, dialer tools, and AI a plus
collections experience in a mortgage servicing environment is a plus
Additionally, as a condition of employment, you may be required to pass client-specific background check requirements or Federal/State licensing requirements, if applicable.

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