Call Center Representative

Onity•West Palm Beach, FL

4d•$19 - $21•Onsite

About The Position

The Coordinator, Customer Resolutions is a customer-facing role responsible for working with customers to resolve mortgage delinquency and restore their financial standing. This role focuses on understanding each customer’s situation, identifying the right path forward, and driving outcomes that return customers to current status whenever possible. As a front-line representative of the Onity brand, this role is accountable for delivering results that balance customer care with performance, helping customers navigate difficult financial situations with clarity, empathy, and urgency. Success in this role is measured through cure rates, sustainable payment solutions, and the ability to create positive, outcome-focused customer experiences. The agent’s role is to make outbound phone calls to homeowners to collect loan payments, resolve delinquent loans, use fact finding and probing skills to identify the root cause of delinquency to assist with the proper resolution, and address customer inquiries through retention and liquidation strategies while maintaining a high degree of professionalism and promptness. Agent will be required to build trust and rapport, get commitment from the borrower to resolve the delinquency, educate the borrower on consequences of non-payment, and act with transparency in all interactions. 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 or customer service environment required
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; exposure to dialer tools, SMS, AI a plus
Communicate clearly and confidently to set expectations, secure commitments, and ensure customers understand their path forward; build trust while addressing sensitive financial situations
Demonstrated ability to navigate difficult customer conversations with empathy and professionalism, including de-escalation and problem solving in high-stress interactions; collections experience in a mortgage servicing environment is a plus
Proven ability to influence customer behavior, secure commitments, and drive payment outcomes
Must pass the Company’s Background Screening process prior to beginning employment. Additionally, as a condition of employment, you may be required to pass client-specific background check requirements or Federal/State licensing requirements, if applicable.

Nice To Haves

collections experience in a mortgage servicing environment is a plus
exposure to dialer tools, SMS, AI a plus

Responsibilities

Drive delinquency resolution by engaging customers who are delinquent with their mortgage loan payments to complete required financial actions to cure their account through cash cure/payment
Conduct thoughtful, effective financial conversations to assess ability and willingness to pay, build trust, and encourage commitment
Take full ownership of each delinquent account by identifying the root cause of non-payment and guiding the customer toward a sustainable resolution
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
Serve customers with a deep sense of responsibility and privilege, recognizing the importance of helping them regain control of their financial situation
Maintain accurate, complete documentation of all customer interactions, repayment plans, and account actions
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 and focus, recognizing that speed and clarity directly impact cure success and customer confidence
Consistently deliver performance outcomes aligned with cure rate, collections effectiveness, and overall portfolio health