Senior Manager, Reverse Servicing Customer Care in West Palm Beach, FL at PHH Mortgage Corporation

Date Posted: 5/14/2020

Job Snapshot

Job Description


Position Title:  Senior Manager, Reverse Servicing Customer Care

Position Summary:

TheCompany is seeking a professional to lead Ocwen's Reverse Servicing CustomerCare call center in West Palm, FL. The candidate will play a key role in thecoaching and development of approximately 25 Customer Care consultants and TeamLeads. Focus areas will include utilization of Ocwen's technology, URM scripting,maintaining call center performance metrics as well as payoff processing andborrower authentication for unscheduled Reverse loan disbursements. Thisposition will report directly to the VP, Reverse Mortgage Servicing.  Relocation available. 


  • Manage staff of up to 6-8 Team Leads and up to 75 consultants
  • Hire train and manage call center agents to meet call volumes and achieve call center key performance metrics
  • Lead manage and motivate Customer Relations staff to meet or exceed organizational objectives.
  • Set comprehensive goals and objectives for the Customer Relations team. 
  • Manage payoff processing within prescribed time frames
  • Manage unscheduled disbursement activities including authentication of borrower and adherence to regulatory requirements
  • 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
  • Prepare and present monthly operational review reports to senior management
  • Confirm all business unit policies and procedures are updated to reflect requirements
  • Implement improved scripting through use of Consumer Psychology resources
  • Develop and implement improved training programs to enhance Customer Care Coordinator effectiveness through use of Training Department resources 
  • Partner with Six Sigma Team and other servicing business units to continually update / upgrade / improve programs for better results related to the government programs

Key Result Areas:

  • Maintain ASA goals - as defined per annual scorecard
  • Maximize results for the portfolio
  • Improve no contact rates - as defined per annual scorecard
  • Validate borrower occupancies to ensure timely and accurate verification
  • Improve right party contact rates
  • Meet or exceed payoff and disbursement timeliness and accuracy standards
  • reduce delinquency rates


Preferred Qualifications:

  • Bachelor’s Degree required, MBA preferred
  • Knowledge of MS–Office
  • Excellent written and verbal skills
  • Fluent in both Spanish and English, written and spoken, preferred
  • Candidate should have 2 plus years of financial services / consumer lending / mortgage servicing experience
  • Experienced negotiator
  • 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 

Company Summary:

Asan established leader in the Reverse Mortgage Origination space, PHH is excitedto be building a best in class Reverse Mortgage Servicing platform.  Thisplatform will service our own originated product and ultimately provideoutstanding servicing to third-party clients.   Over the comingmonths, we will be building out the Servicing platform and leveraging ourexisting infrastructure where ever possible.  Come join our team and getin on the ground floor to be a part of this exciting opportunity.  We arelooking for motivated, talented individuals that thrive in a fast-pacedenvironment that are eager to be part of this new team.


Ocwen and itssubsidiaries are proud to be equal opportunity workplaces. We are committed toequal 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 orspecial need that requires accommodation, please let us know.

Primary Location
US-FL-West Palm Beach

Residential Servicing


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