This site uses cookies. To find out more, see our Cookies Policy

Manager, Customer Service in West Palm Beach, FL at PHH Mortgage Corporation

Date Posted: 2/28/2019

Job Snapshot

Job Description

Description
POSITION TITLE:   Manager, Customer Service
 
Position Summary:
We are seeking a professional to lead Ocwen's Customer Care call center in West Palm Beach, Florida. The candidate will play a key role in the coaching and development of approximately 60 Customer Care Coordinators and Team Leads. Focus areas will include utilization of PHH's technology, scripting, and loss mitigation experience to achieve top results in volume of resolutions, reduction in variability and high-quality scores. This position will report directly to the Director of Houston Operations.
Job Functions and Responsibilities:
 
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Examples below:
  • Manage staff of 3 to 4 Team Leads and up to 60 consultants
  • Identify improvement opportunities related to the customer care programs and processes
  • Attend and present to third parties during on-sight visits
  • Confirm compliance to all investor and government guidelines
  • Daily, weekly, and monthly communication to team members regarding goals, key drivers, procedural changes, and important company messages
  • Confirm all business unit policies and procedures are updated to reflect requirements
  • Assist with creation and attendance at monthly operational review package
  • Partner with Six Sigma Team and other servicing business units to continually update / upgrade / improve programs for better results related to the government programs

Qualifications
To perform this job successfully, an individual must have the following education and/or experience:
  • Bachelors Degree highly preferred
  • Knowledge of MS–Office
  • Excellent written and verbal skills
  • Candidate should have 2 plus years of financial services / banking / mortgage servicing experience
  • Experience with negotiating
  • Strong organizational skills
  • Strong analytical skills, including ability to develop reports, analyze and interpret data
  • Ability to work effectively with global cross-functional teams in a fast-paced environment
  • Ability to juggle multiple competing priorities and adapt to constantly changing business environment
  • The ideal candidate will be self-confident and goal oriented
  • Customer oriented individual
  • Extremely innovative with excellent Leadership skills
  • Ability to build relationships (respect, trust, consensus)
Work Schedule: (Only add if needed)
  • 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:
 
Headquartered in Mount Laurel, New Jersey, PHH has been providing mortgage lending and servicing solutions since 1984 and is dedicated to responsible and ethical practices while delivering an exceptional customer experience. We strictly focus on subservicing and portfolio retention allowing our diverse professional clients – representing some of the largest and most recognizable financial and wealth management institutions, investors of MSRs, regional and community banks, and credit unions – to concentrate on their core businesses, while providing borrowers with exceptional customer service throughout the life of their loans.
Adhering to the highest levels of risk and compliance, built to bank-like standards, we build relationships with our clients and their customers to promote a philosophy of retaining “customers for life.” We strive to be a natural extension of each client’s team, helping them to keep their expenses down, borrowers satisfied and service levels up while meeting today’s regulatory demands and changing market conditions.
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.
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-FL-West Palm Beach

Job
Customer Service

CHECK OUT OUR SIMILAR JOBS

  1. Administrative Jobs
  2. Bookkeeper Jobs