Call Center Team Lead
PHH Mortgage

Job Info

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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 leadership to a team of Customer Care Coordinators responsible for maintaining excellent customer relations by ensuring reverse servicing customer inquiries are handled in a prompt, efficient, courteous, effective and professional manner. These associates are also responsible for adhering to investor servicing guidelines and internal policies and procedures.

JOB FUNCTIONS AND RESPONSIBILITIES:

• Manage and motivate a team of Customer Care associates.
• Resolve escalated customer calls
• Coach and mentor team members to improve baseline performance to provide friendly and empathetic assistance to all customers
• Prepare and review compliance reports.
• Maintain a high level of customer Service within the team.
• Become familiar with the customer relations functions and the services offered
• Ensure all borrower contacts are logged into the loan servicing system
• Properly document Ocwen's mortgage servicing system to ensure high quality customer service
• Ensure compliance to all laws and regulations governing call centers, mortgage servicing and collections
• Perform miscellaneous job related duties as assigned by the department manager
• Follow company policies & procedures

QUALIFICATIONS:

• High School Diploma, GED, equivalent certification, or military experience Required
• Bilingual - Spanish/English preferred
• Proven leadership ability
• Passionate about providing high quality service
• Desire to learn about the mortgage industry and being involved in helping families maintain their homes
• Overall knowledge and experience in mortgage loan servicing desirable but not required
• 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 - 8:00pm EST, Saturday 8:00am - 5:00pm EST. 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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