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Specialist, Customer Care Center - Resolutions

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Location: Bangalore, KA, India
Job ID: 1003785
Company: Ocwen APAC

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Job Description

POSITION SUMMARY: Customer Resolutions Agent


The Customer Resolutions agent will provide and maintain excellent customer relations by ensuring customer inquiries are handled in a prompt, efficient, courteous, effective, and professional manner. Assist customer queries, 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.

• Display effective collection techniques, call handling skills, and negotiate with confidence to obtain delinquency resolution.
• Provide accurate and relevant information to the customer.
• Inbound and outbound calls for loans current month owing through foreclosure (Customer Service and Collection Calls in English)
• Effectively provide prompt, accurate and professional responses to customer inquiries
• Successfully resolve routine inquiries regarding payments, escrow, loan terms etc.
• Display active listening skills
• Document loan activity on MSP
• 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, Average Call Handle Time, Attendance / Availability
• Payment Collection and Deal Production
• Stable Internet connection - Hybrid work from home model. May be required to work in the office eventually


• College degree preferred
• Open to College undergraduates with 12 months BPO experience preferable in collections department
• Ability to handle customer escalations and is the go-to person for leadership to handle more difficult calls
• Demonstrates positive attitude, adds to a positive team morale and is eager to take on and learn new things
• Ability to work independently


• Shifts and Schedules: Our call center hours of operation are Monday - Friday 8:00am - 9:00pm EST, and on Saturdays 8:00am - 5:00pm EST, shifts will fall into those timeframes.
• Associate must have stable internet connect (>50 mbs speed) while schedule to work from home and must be resided at the base location (Office site) all the time while working from home.
Work from Office
• Associate must be flexible as scheduled shift changes and skill set may be changed from Customer service to Customer resolutions and vice versa because of business needs.

About Us

Company: Ocwen APAC

Ocwen is intensely focused on hiring, developing and retaining the best talent in the industry! Our commitment to Diversity & Inclusion ensures that we are an organization that creates, promotes and sustains an inclusive work environment in which diversity, inclusiveness and respect are integral parts of our culture and work environment. Building the reputation as an outstanding place to work, a great business partner and a valued community member is our everyday endeavor.

Ocwen's mission is to delight our customers through caring service and innovative lending solutions. We proudly serve over 1.3 million families with their mortgage needs by helping to find real solutions that benefit our customers and help to build stronger communities. Helping Homeowners is What We Do!®

Consider an opportunity to join our global team and put "Caring in Action" while growing your career.

Our Service Excellence philosophy is: We consistently deliver on our commitments to customers, clients, investors, and colleagues through caring service, integrity and creative solutions. This philosophy is embraced by achieving our CARE service standards, which stands for Caring, Accurate, Responsive and Empowered. As a service organization, Ocwen firmly embraces this philosophy and recognizes that our collective success is an outgrowth of our employees, processes, and focus on operational execution and service delivery. As a member of the Ocwen team, you will receive tools, training and support to help deliver on our service objectives. Within our Service Excellence philosophy, we expect all employees to interact and engage our colleagues and our customers with respect, courtesy and professionalism; and achieve results consistent with our CARE standards.

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.

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