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Coordinator, Customer Care Reverse Servicing

Location: Rancho Cordova, CA, United States
Job ID: 1002377
Company: PHH Mortgage

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Job Description

As an established leader in the Reverse Mortgage Origination space, PHH is excited to be building a best in class Reverse Mortgage Servicing platform. This platform will service our own originated product and ultimately provide outstanding servicing to third-party clients. Over the coming months, we will be building out the Servicing platform and leveraging our existing infrastructure where ever possible. Come join our team and get in on the ground floor to be a part of this exciting opportunity. We are looking for motivated, talented individuals that thrive in a fast paced environment that are eager to be part of this new team.

To provide and maintain excellent customer relations by ensuring reverse servicing customer inquiries are handled in a prompt, efficient, courteous, effective and professional manner. Determine borrowers compliance with loan terms through verification of occupancy of the property. 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 Due and Payable status (Customer Service and early stage default calls in English)
  • Effectively provide prompt, accurate and professional responses to customer inquiries
  • Successfully resolve inquiries regarding, LESA, loan terms, disbursementsetc.
  • Display active listening skills
  • Document loan activity in Reverse Quest g system
  • Actively determine borrowers occupancy of the property and proper payment of HOA, taxes and insurance.
  • Establish payment arrangements and determine strategies to resolve default
  • Determine the reason for default when applicable
  • Counsel customers about consequences of default
  • Maintaining service levels and call center performance metrics
  • Schedule Adherence
  • Dependability(attendance)
  • 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


  • High School Diploma, GED, equivalent certification, military experience or equivalent work experience 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


  • 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)

About Us

Company: PHH Mortgage

PHH Mortgage, a wholly owned subsidiary of Ocwen Financial Corporation, is one of the largest subservicers of residential mortgages in the United States. PHH Mortgage provides servicing solutions to companies who own mortgage servicing rights and offers portfolio retention services to extend and enhance customer relationships.

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 is proud to be an equal opportunity workplace and is an affirmative action employer. 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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