Call Center Representative

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.

Work Schedule:

• Scheduled work hours are 12 pm to 9 pm Monday through Friday and rotating Saturdays from 8 am to 5 pm.
• This is a 100% in-office position. Employee must be within commutable distance to the West Palm Beach, FL office .
• This position is a full time.
• Eight week paid on the job training. After training, there will be a 3-month performance evaluation period.
• What Onity Mortgage Offers:
• Position does require working in our West Palm Beach office full time
• Pay is $18.50 to $20.50 per hour based on experience + potential overtime + monthly incentive averaging around $400 per month
• Competitive benefits
• 401(k) with company match after 1 year
• Paid holidays + 2 floating holidays + 1 volunteer day per year
• 19 days of paid time off per year
• Tuition assistance
• Quarterly "Fun at Work" events
• Opportunity for yearly merit increase in compensation
• Training will be provided on AI-powered tools and workflows used in the contact center, as well as Lean Management System (LMS) principles including daily huddles, visual management, and continuous improvement practices
• Defined career path for high performers: Coordinators who demonstrate consistent performance and leadership potential are eligible to advance to Team Lead, and further into Assistant Manager and Manager roles within the Collections organization. Internal mobility across business lines is actively encouraged

Job Functions and 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

Qualifications:

• 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

Training / Licensing Requirements:

• 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.

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