Coordinator, Customer Care Center
PHH Mortgage

Mount Laurel, New Jersey


Job Description

To provide and maintain excellent customer relations by ensuring customer inquiries are handled in a prompt, efficient, courteous, effective and professional manner. 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.

JOB FUNCTIONS AND RESPONSIBILITIES:

  • 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 inquiries regarding payments, escrow, loan terms etc.
  • Display active listening skills
  • Document loan activity in REALServicing system
  • 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
  • Dependability(attendance)
  • Payment Collection and Deal Production
  • 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
QUALIFICATIONS:
  • 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
WORK SCHEDULE OR TRAVEL REQUIREMENTS
  • 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)


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