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Coordinator, Customer Care Center (12\:30-9\:00 p.m. shift) in Mount Laurel Township, NJ at Ocwen Financial Corporation

Date Posted: 5/1/2019

Job Snapshot

Job Description

Description


POSITION SUMMARY:



To provide and maintain excellent customer relations by ensuring customer inquiries are handled in a prompt, efficient, courteous, effective and professional manner. Collect loan payments and resolve delinquent customer loans by leveraging retention and liquidation strategies. Manage customer contact through inbound call queues and outbound dialer campaigns. Adhere to investor servicing guidelines and internal policies and procedures.



JOB FUNCTIONS AND RESPONSIBILITIES:


** We are currently hiring for the 12:30-9:00 p.m. shift. 

  • Inbound and outbound calls for loans current month owing through foreclosure (Customer Service and Collection Calls in English)

  • Effectively provide prompt, accurate and professional responses to customer inquiries

  • Successfully resolve inquiries regarding payments, escrow, loan terms etc.

  • Display active listening skills

  • Document loan activity in REALServicing system

  • Actively collect on past due payments

  • Establish payment arrangements and determine strategies to resolve delinquency

  • Foreclosure questions and concerns

  • Determine the reason for default

  • Counsel customers about consequences of delinquency

  • Maintaining service levels and call center performance metrics

  • Schedule Adherence

  • Dependability(attendance)

  • Payment Collection and Deal Production

  • Maintain efficient call handling Department statistics (e.g., have a general understanding of and interpret individual and/or team data)

  • Meet established Quality Assurance standards

  • Meet deadlines required for training on policies and regulations for the position



Qualifications


QUALIFICATIONS:



  • High School Diploma, GED, equivalent certification, military experience or equivalent work experience required
  • Scheduled shift changes as a result of business needs (associate must be flexible)
  • Ability to work independently
  • Competitive, driven and motivated
  • Outstanding communications skills (including verbal, written and listening skills)
  • Ability to build rapport over the phone
  • Problem- solving and decision- making abilities
  • Good organizational skills
  • Excellent active listening and analytical skills
  • Execute and prioritize multiple tasks
  • Professionalism
  • Flexible and adaptable to change
  • Ability to build relationships (respect, trust, consensus)
  • Encourage and inspire others




 


WORK SCHEDULE OR TRAVEL REQUIREMENTS


  • Shifts and Schedules:  Our call center hours of operation are Monday – Friday 8:00am – 9:00pm, Saturday 8:00am – 5:00pm.  Shifts will fall into those timeframes with all reps working a rotating Saturday (you will have 1 day off during the week of your rotating Saturday). 

  • Scheduled shift changes as a result of business needs (associate must be flexible)


 


COMPANY SUMMARY


 


 


Ocwen is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know.




Primary Location
US-NJ-Mount Laurel

Job
Customer Service