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Coordinator, Customer Resolutions in Saint Croix, VI at Ocwen Financial Corporation

Date Posted: 3/4/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    3/4/2019
  • Job ID:
    108321

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:

  • Attempt to contact, via telephone, 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


Qualifications

Qualifications:

  • High School Diploma
  • Flexible in schedule availability - scheduled shifts may change per business needs
  • Experience with Black Knight, Speedpay, CIV call center systems preferred
  • Experience with Customer Service Call Center technology preferred
  • Ability to work independently
  • Outstanding communications skills (including verbal, written and listening skills)
  • Excellent active listening and analytical skills
  • Ability to build rapport over the phone
  • Problem solving and decision making abilities
  • Well organized, paying close attention to detail
  • Execute and prioritize multiple tasks
  • Professionalism
  • Flexible and adaptable to change
  • Ability to build relationships (respect, trust, consensus)

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 Mortgage Servicing, Inc. (“OMS”) is a wholly owned subsidiary of Ocwen Financial Corporation (“Ocwen”) (NYSE:OCN), the largest independent mortgage loan servicers in the United States. Based in St. Croix, United States Virgin Islands, OMS was created to own and manage Ocwen’s global mortgage loan servicing assets and operations. Ocwen is widely recognized in government, industry, community and media circles as a leader in foreclosure prevention, mainly through loan modifications. Over the past few years, Ocwen has enjoyed significant growth in its loan servicing portfolio and market capitalization, largely as a result of successfully integrating servicing platforms acquired from large financial institutions.

 

Ocwen and its subsidiaries are proud to be equal opportunity workplaces. 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-VI-Saint Croix

Job
Customer Service