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

Date Posted: 2/28/2019

Job Snapshot

Job Description

Description

POSITION TITLE:   Coordinator, Customer Service
 
Position Summary:
This position acts as a focal point for incoming first mortgage phone inquiries on customer service line. Customer Service Reps interface continuously during the day with mortgage customers to answer phone inquiries on any of PHH products or services.
Job Functions and Responsibilities:
 
  • Listen to incoming phone calls from customers regarding their mortgage loan, identify the reason for the phone call and provide the customer with an appropriate response
  • Analyze information provided by customers, diagnose root causes for their problems/concerns and offer viable options/solutions to resolve their problems/concerns
  • Utilize scripted materials to provide solutions to customers
  • Collaborate with internal resources to resolve more complex problems

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:
 
To be added by Recruiting for appropriate entity  
 
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

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