Team Lead, Customer Care Center in Mount Laurel Township, NJ at PHH Mortgage Corporation

Date Posted: 1/14/2020

Job Snapshot

Job Description


Position Summary: Team Lead, Customer Service

We are seeking a professional to lead 16-20 Customer Service 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. Examples below:

  • Manage and motivate a team of Customer Care associates.
  • Resolve escalated customer calls
  • Coach and mentor team members to improve baseline performance to provide friendly and empathetic assistance to all customers
  • Prepare and review compliance reports.
  • Maintain a high level of customer Service within the team.       
  • Become familiar with the customer relations functions and the services offered
  • Ensure all borrower contacts are logged into the loan servicing system
  • Properly document Ocwen/PHH’s mortgage servicing system to ensure high quality customer service 
  • Ensure compliance to all laws and regulations governing call centers, mortgage servicing and collections
  • Perform miscellaneous job related duties as assigned by the department manager
  • Follow company policies & procedures




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

  • High School Diploma, GED, equivalent certification, or military experience Required
  • Bilingual – Spanish/English preferred
  • Proven leadership ability
  • Passionate about providing high quality service
  • Desire to learn about the mortgage industry and being involved in helping families maintain their homes
  • Overall knowledge and experience in mortgage loan servicing desirable but not required
  • Execute and prioritize multiple tasks
  • Professionalism
  • Flexible and adaptable to change
  • Ability to build relationships (respect, trust, consensus)
  • Encourage and inspire others

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:

  • 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:


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

Customer Service


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