Specialist, Payoffs in Mount Laurel Township, NJ at PHH Mortgage Corporation

Date Posted: 1/12/2020

Job Snapshot

Job Description


Position Summary:

The short payoff agent will be responsible for resolving the assigned short payoff loans in a timely manner. We function with one key goal, to help customers find a resolution on short payoff issues and get the loan paid off. As a short payoff representative, you will be responsible to coordinate with the title companies, borrower and all the relevant departments including our counsels to seek for resolutions.

Job Functions and Responsibilities:


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Examples below:

•         Independently evaluate assigned loans for short payoff to research the account for the payoff amount received, shortage amount, remitter details, shortage reason, etc.

•         Research the account thoroughly to identify the reason for the shortage, it may be due to escrow disbursements, chargeback, redemption, judgement, Short Sale etc.

•         Communicate all aspects of resolution with the title companies, borrower and/or third parties, attorneys & internal departments to collect the shortage.

•         Manage all the disputes regarding dual escrow disbursements, interest to get a resolution to pay off the loan.

•         Manage and follow up on all assigned loans in order to resolve the short payoff issues in a timely manner.

•         Maintain a daily tracker, to track status on all assigned loans.

•         Timely completion of weekly/monthly performance reports and special assignments (including SAM/ESA callouts).

•         Provide friendly and empathetic assistance to all customers.

•         Work with co-workers to assist in achieving team and department goals.


Key Result Areas:

•              Attain a monthly production target as set by department.

•              Monthly QA average scores of 95% or greater.




To perform this job successfully, an individual must have the following education and/or experience:

•         High school degree required, a Bachelors Degree highly preferred.

•         Strong track record of meeting or exceeding performance goals and customer service.

•         Banking, Finance, Mortgage, Collections or sales experience ideal – overall knowledge and experience in mortgage loan servicing is highly desirable.

•         Must be an effective communicator and problem solver.

•         Must be able to multitask.

•         Excellent written and verbal communication skills.

•         Excellent Analytical skills and the ability to provide excellent customer service.

•         Desire to be involved in helping families maintain their home.

•         Proficient in Microsoft applications.

•         Bi-lingual (Spanish/English) a plus.

Training / Licensing Requirements:

  • Must pass the Company’s Background Screening process prior to beginning employment.  Additionally, as a condition of employment, you may be required to pass client-specific background check requirements or Federal/State licensing requirements, if applicable.


Work Schedule:

  • General work schedule (for shift roles)

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 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-NJ-Mount Laurel

Residential Servicing


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