The Coordinator, Customer Resolutions – Flex Agent is a call center phone agent position within the Company’s forward mortgage servicing business. This position reports to a Team Lead, Customer Resolutions and works independently on a team located in one of three sites: Mount Laurel, NJ, St. Croix, USVI, or Rancho Cordova, CA. This position is responsible for mortgage debt collections. The agent’s role is to make phone calls to homeowners to collect loan payments, resolve delinquent loans, and address customer service inquiries through retention and liquidation strategies while maintaining a high degree of professionalism, courteous customer service, and promptness in all interactions. Agents in this role are required to use scripting and adhere to investor servicing guidelines, internal policies and procedures. 

What PHH Offers:

• Paid training
• Hourly pay potential overtime monthly incentive ranging between $400 to $800 per month 
• Best in class industry benefits 
• 401K with company match after 1 year
• Paid holidays 2 floating holidays 1 volunteer day per year 
• 19 days of paid time off per year 
• Tuition assistance 
• Quarterly “Fun at Work” events 
• Opportunity for yearly merit increase in compensation
• Career advancement opportunities after one year of service

Job Functions and Responsibilities: 

• Answer and handle incoming general customer service related phone calls from customers regarding their mortgage loan; identify the reason for the phone call and provide the customer with an appropriate response and resolution 
• Utilize required scripted materials to provide accurate solutions to customers
• Document all customer interactions and repayment agreements in the Company’s system of record 
• Contact customers who are delinquent with their mortgage loan payments via phone to collect debts
• Complete financial interviews with customers to document the reason for payment delinquency and assist them with establishing repayment options
• Research and resolve issues that impact the mortgage loan due dates and delinquency 
• Use several Company applications simultaneously on multiple monitors to complete required tasks 
• Ensure loss mitigation assistance package requests are sent to, completed and returned by customers in a timely manner
• Communicate with authorized third parties as required
• Research customer contact information when these details are not readily available
• Respond to internal emails and communications from the Team Lead and complete required job trainings in a timely manner
• Assist other departments with call handling needs as call volume dictates
• Meet the required departmental performance and metric standards 

Qualifications:

To perform this job successfully, an individual must have the following education and/or experience: 

• High school diploma or equivalent required
• Minimum of one-year experience in a call center or collections environment required
• Must possess basic computer skills, including typing, navigating multiple systems simultaneously, basic computer set-up and have a proficient knowledge with email systems such as Outlook, and the Microsoft Office suite 
• Ability to work independently in a remote and in-person environment 
• Outstanding communications skills (including verbal, written and listening skills), with an emphasis on strong customer service, professional relationship building skills, and conflict resolution 
• Problem solving and decision-making abilities, with attention to detail, organization and execution of multiple tasks
• Must pass the Company’s Background Screening process prior to beginning employment. Additionally, as a condition of employment, you may be required to pass client-specific background check requirements or Federal/State licensing requirements, if applicable.

Work Schedule:

• Call center hours of operation are Monday – Friday 8:00 a.m. – 9:00 p.m. ET, Saturday 8:00 a.m. – 5:00 p.m. ET. Required to be flexible to work any shift between these hours. Rotating Saturday work hours are required.
• Shifts are subject to a changing rotation schedule. Employees in this role must be flexible and available to work during all listed business hours. Shifts may be determined by business needs, the employee’s performance standing, training and availability. 
• This position is a 40 hours per work week. 
• This position is a 100% in office position. You must be available to work in our West Palm Beach office for all required shifts. 
• Office location is in West Palm Beach, FL 
• Eight week paid on the job training. After training there will be a 3 month performance evaluation period

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