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Collections Representative in Mount Laurel, NJ at PHH Mortgage Corporation

Date Posted: 1/16/2019

Job Snapshot

Job Description

Position Summary

•*Various shifts available**

Negotiate payments with borrowers who are delinquent with their mortgage loan payments or review their financial situation to determine eligibility for retention or liquidation of their home in order to mitigate losses for the company and/or investors.
Essential Functions & Responsibilities
• Attempt to contact, via telephone, all customers who are delinquent with their mortgage loan payments
• Answer incoming calls from customers who are delinquent with their mortgage loan payments
• Probe customers to determine why they are delinquent with their mortgage loan payments and determine how we can best assist them with resolving the delinquency through completion of a financial interview in Back in the Black.
• Research and resolve issues that impact the mortgage loan due date and creating a delinquent situation
• Document repayment agreements in mortgage systems
• Ensure loss mitigation request for assistance packages are sent to, completed and returned by homeowners in a timely manner
• Communicate with authorized third parties as required.
• Research customer contact information (a.k.a. skip trace) that is not readily available


• High school diploma or equivalent required
• College degree preferred
• Minimum of one year experience in a customer service or collections environment preferred

Knowledge, Skills & Abilities

• Strong verbal communication skills
• Convincing/Influential
• Ability to deal with conflict and resolve accordingly
• Adapts well in a changing environment

Training/Licensing Requirements

• NA

Core Leadership Behaviors

Behaves as a Leadership Role Model

• Demonstrates integrity and keeps promises (do what you say you will do)
• Treats everyone with respect and dignity; builds trust within and outside the organization
• Confronts issues at the source of the conflict
• Demonstrates an unyielding commitment to compliance and does what is ‘right for PHH’
• Proactively and professionally communicates relevant information to others

Builds Strong Working Relationships

• Builds productive and collaborative working relationships based on mutual trust
• Identifies opportunities and takes action to build relationships to help achieve business goals
• Solicits, takes into consideration and appropriately incorporates perspectives from others

Drives and Delivers Exceptional Results

• Assumes personal ownership for performance
• Delivers on promised end-results, overcomes obstacles and ensures closure is achieved
• Demonstrates speed, quality of execution and an unyielding commitment to a zero defect culture
• Proactively anticipates situations that require a plan of action; identifies critical issues and escalates appropriately

Customer Focus/External Focus

• Advocates for the customer as the top priority and is passionate about customer needs
• Works collaboratively with customers to solve problems and address underlying needs
• Takes accountability for customer satisfaction

Technology Skills

• Proficient with Microsoft Office products (e.g. Word, Excel, etc.)

Physical Demands

• Majority of the work day will be spent on the telephone while sitting in a chair in a cubicle

Other Requirements

• NA

Travel/Work Schedule
• Various shifts:

Monday - Wednesday 9:30am - 8:30pm, Thursday 12pm - 8:30pm (off Friday)

Monday - Friday 8:30am-5:00pm

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to this job.
The requirements and the physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
PHH is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status
  • Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
  • Please view Equal Employment Opportunity Posters provided by OFCCP here.
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