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Team Lead, Customer Resolutions in Mount Laurel, NJ at Ocwen Financial Corporation

Date Posted: 3/1/2019

Job Snapshot

Job Description

We are seeking a professional to lead a team of 16 Customer Resolutions Coordinators at our call center in Mt Laurel, New Jersey. The candidate will play a key role in the coaching and development of the Customer Resolutions Coordinators under their supervision. 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.

Job Functions and Responsibilities:

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

  • Assess performance of individual members of the team. Provide timely feedback for favorable performance and contributions (i.e. recognition) as well as appropriate coaching/counseling for unfavorable performance
  • Support employee career development by providing employees with opportunities to develop their knowledge, skill and abilities and conducting candid career conversations.
  • Support staffing (perpetuate the team) through candidate evaluations, conducting interviews and collaborating on staffing decisions
  • Resolve conflicts that arise between employees and/or customers
  • Establish priorities, delegate work and hold self and team accountable for attaining high quality results
  • Ensure policies and procedures are adhered to
  • Ensure communication with customers is efficient, effective and timely.
  • Ensure Collections Representatives have access to current customer information.
  • Support the workforce management function by ensuring Collections Representatives adhere to the daily dialer schedule.
  • Maintain knowledge of compliance mandates, mortgage servicing policy and procedural updates and investor specific guidelines and related changes in the mortgage servicing industry.
  • Ensure team is properly trained in handling mortgage delinquencies, loss mitigation, foreclosure and bankruptcy
  • Support the development and maintenance of procedural and operational materials.
  • Collaborate with various departments within mortgage servicing to ensure resolution of outstanding customer issues.


To perform this job successfully, an individual must have the following education and/or experience:
  • High School Diploma or equivalent required
  • College degree preferred
  • Minimum of three (3) years of experience in collections, customer service or other customer/client interfacing role required
  • Experience in a leadership capacity preferred
  • Experience in mortgage default preferred
  • Strong verbal and written communication skills
  • Demonstrated general knowledge of regulatory, investor and legal guidelines
  • Proven ability to execute and drive results
  • Collaborative
  • Well organized with strong time management skills
  • Ability to foster relationships with individuals at all levels within the organization
  • Analytical, with an ability to interpret large volumes of information
  • Adaptable
  • Detail oriented
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 (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 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-Mt. Laurel

Customer Service