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Senior Specialist, ERM

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Location: Bangalore, KA, India
Job ID: 1001777
Company: Ocwen APAC

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Job Description


POSITION SUMMARY:
• Enhance and maintain customer satisfaction and loyalty by providing prompt, accurate and courteous responses to customer inquiries.
• Manage elevated customer concerns by working with team members and other business units; resolving through prompt and direct contact with the customer.
• Take ownership and responsibility for your caseload
• Display active listening skills

• Identify, evaluate and implement process improvement initiatives (identify process gaps & internal errors).
• Support overall Servicing Management objectives.
• Track and document performance in support of annual performance objectives.
• Motivate and build rapport with all departmental associates.
• Successfully influence and negotiate with customers, all levels of management and personnel.
• Ensure all regulatory requirements and servicing standards are being met and report any potential risks identified through process review.
• Act as a liaison with other departments and vendors in the organization that have an impact on customer operations.
• Recommend and create proposals for change which can create efficiencies and/or streamline processes.
• Adhere to established policies and procedures.
• Other duties and special projects as assigned.

JOB FUNCTIONS AND RESPONSIBILITIES:
• Graduate / Undergraduates

Excellent customer service skills.
• Strong leadership and outstanding motivational skills.
• Knowledge of call center strategies.
• Call Center experience in a related mortgage field preferred.
• Minimum of 2-years mortgage banking experience preferred.
• Lead by example.
• Exceptional communication skills (including verbal, written and listening skills) with an emphasis on professional writing
• Strong analytical skills
• Superior problem-solving skills
• Execute and prioritize multiple tasks/meeting established deadlines.
• Professional, flexible and adaptable to change.
• Ability to work independently.
• Ability to build relationships (respect, trust, and consensus).
• Encourage and inspire others.
• Adhere to confidentiality requirements.
• Ability to handle executive level confrontations and conversations.
• Computer knowledge (Microsoft Office, mortgage servicing system and understanding of network systems)

TRAINING / LICENSING REQUIREMENTS (only add if needed)


WORK SCHEDULE OR TRAVEL REQUIREMENTS (Only add if needed)

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.

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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