Call Center Representative - Call Center, Full-time

The Coordinator, Customer Resolutions is a customer-facing role responsible for working with customers to resolve mortgage delinquency and restore their financial standing. This role focuses on understanding each customer’s customers to current status whenever possible.

As a front-line representative of the Onity brand, this role is accountable for delivering results that balance customer care with performance, helping customers navigate difficult financial situations with clarity, empathy, and payment solutions, and the ability to create positive, outcome-focused customer The agent’s role is to make outbound phone calls to homeowners to collect loan and address customer inquiries through retention and liquidation strategies scripting and adhere to investor servicing guidelines, internal policies and Scheduled work hours are 12 pm to 9 pm Monday through Friday and rotating Saturdays from 8 am to 5 pm. * This is a 100% in-office position. distance to the West Palm Beach, FL office . * This position is a full time. * Eight week paid on the job training. After training, there will be a 3-month performance evaluation period. * What Onity Mortgage Offers: * Position does require working in our West Palm Beach office full time * Pay is $18.50 to $20.50 per hour based on experience + potential overtime + Paid holidays + 2 floating holidays + 1 volunteer day per year * Training will be provided on AI-powered tools and workflows used in the contact center, as well as Lean Management System (LMS) principles including daily huddles, visual management, and continuous improvement practices * consistent performance and leadership potential are eligible to advance to Collections organization. Drive delinquency resolution by engaging customers who are delinquent with their mortgage loan payments to complete required financial actions to cure their account through cash cure/payment * Conduct thoughtful, effective financial conversations to assess ability and Take full ownership of each delinquent account by identifying the root cause of non-payment and guiding the customer toward a sustainable resolution * Guide customers through available repayment and resolution options including alternatives (short sale, deed-in-lieu) in accordance with investor and scripts and training on all workout options will be Serve customers with a deep sense of responsibility and privilege, recognizing the importance of helping them regain control of their financial Maintain accurate, complete documentation of all customer interactions, repayment plans, and account actions * Navigate multiple servicing platforms and applications simultaneously, including loan servicing systems, outbound dialer platforms, and clarity directly impact cure success and customer confidence * Consistently deliver performance outcomes aligned with cure rate, collections High school diploma or equivalent required * Minimum of one year experience in a call center, collections, inside sales or customer service environment required * Strong computer skills, including typing, navigating multiple systems simultaneously to work efficiently in a fast-paced, performance-driven proficient knowledge with the Microsoft Office suite required; and ensure customers understand their path forward; addressing sensitive financial situations * Demonstrated ability to navigate difficult customer conversations with collections experience in a mortgage servicing Proven ability to influence customer behavior, secure commitments, and drive Training / Licensing Requirements:

* Onity Group Inc. is a leading non-bank financial services company providing mortgage servicing and originations solutions through its subsidiary, Onity Mortgage, formerly known as PHH Mortgage. Onity Mortgage is one of the largest lending programs to customers, clients and investors.

At Onity, we strive to earn our customers’ loyalty every day. consistently delivering exceptional service and building trust through through the lens of the customer, understand the importance of homeownership, and take pride in helping homeowners. relationships, ensuring our customers feel valued and supported. employees to interact with and engage our colleagues and our customers with our service delivery standards.

Our commitment to inclusion and equal opportunity ensures that partner and a valued community member. sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that Onity Group Inc. offers a comprehensive benefits package including medical, dental and vision; company-paid life, accident and disability coverage; physical and financial wellness;