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Coordinator, Customer Care Center

Apply Later Job ID 108183 Date posted 12/05/2018

Coordinator, Customer Care Center-(108183)

At Ocwen, we are committed to hiring, developing and retaining the best talent in the industry. Within our customer-centric culture, we value innovation and promote an environment where team members can expand their skills and grow professionally. By embracing diversity and inclusion, all team members have opportunity to reach their full potential and maximize contributions to our mission and goals.
Ocwen Financial Corporation is a financial services holding company which, through our subsidiaries, is one of the largest mortgage companies in the United States. Our primary business is mortgage loan servicing and origination. Homeward Residential originates and purchases residential mortgage loans through direct, wholesale and correspondent channels. Liberty Home Equity Solutions provides reverse mortgage loan solutions. Headquartered in West Palm Beach, Florida, our global community of team members is located throughout the United States, U.S. Virgin Islands, India and the Philippines.
Helping Homeowners is What We Do!® Our talented, diverse team members are dedicated to helping the homeowners and investors we serve.
The Customer Care Coordinator will be responsible for maintaining excellent customer relations by ensuring customer inquiries are handled in a prompt, efficient, courteous, effective and professional manner. Collect loan payments and resolve delinquent customer loans by leveraging retention and liquidation strategies. Manage customer contact through inbound call queues and outbound dialer campaigns. Adhere to investor servicing guidelines and internal policies and procedures.
  • Inbound and outbound calls for loans current month owing through foreclosure (Customer Service and Collection Calls)
  • Effectively provide prompt, accurate and professional responses to customer inquiries
  • Successfully resolve inquiries regarding payments, escrow, loan terms etc.
  • Display active listening skills
  • Document loan activity in REALServicing system
  • Actively collect on past due payments
  • Establish payment arrangements and determine strategies to resolve delinquency
  • Foreclosure questions and concerns
  • Determine the reason for default
  • Counsel customers about consequences of delinquency
  • Maintaining service levels and call center performance metrics
  • Schedule Adherence
  • Dependability(attendance)
  • Payment Collection and Deal Production
  • Maintain efficient call handling
  • Department statistics(e.g., have a general understanding of and interpret individual and/or team data)
  • Meet established Quality Assurance standards
  • Meet deadlines required for training on policies and regulations for the position

Qualifications :
  • HS Diploma required, BS or BA preferred
  • Mortgage Experience a plus
  • Computer knowledge (Microsoft Office, and understanding of network systems) 
  • Ability to work overtime as required
  • Scheduled shift changes as a result of business needs (associate must be flexible)
  • Ability to work independently
  • Competitive, driven and motivated
  • Outstanding communications skills (including verbal, written and listening skills)
  • Ability to build rapport over the phone
  • Problem- solving and decision- making abilities
  • Good organizational skills
  • Excellent active listening and analytical skills
  • Execute and prioritize multiple tasks
  • Professionalism
  • Flexible and adaptable to change
  • Ability to build relationships (respect, trust, consensus)
  • Encourage and inspire others


Primary Location :
Saint Croix-Virgin Islands-United States
Job :
Customer Service
Organization :
US Business Unit
Schedule :
Travel :
Job Posting :
Dec 04, 2018, 05:26:22 PM
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