Associate, Customer Care Center – Resolutions

Onity Group Inc.; Manila; On-site; PHP 357,120 - 580,320; Full time

Job summary

Onity Group Inc. is seeking a Customer Resolutions Agent in Manila to manage inquiries and resolve delinquent loan accounts with prompt, professional service.

The role emphasizes ownership of outcomes, applying sound judgment within servicing guidelines to drive payment outcomes and improve customer experience. Responsibilities include negotiating payment arrangements, analyzing delinquency causes, and documenting interactions within compliance standards.

Qualifications

• College degree preferred.
• 12 months of BPO experience required.
• Ability to handle escalations with professionalism.
• Collaborative and high-performing team mindset.
• Independent work with training and domain knowledge.

Responsibilities

• Demonstrate effective collection techniques and apply negotiation skills to drive delinquency resolution and payment outcomes.
• Analyze customer situations, determine root causes of delinquency, and evaluate appropriate resolution strategies within defined guidelines.
• Provide accurate, relevant, and compliant information to customers while ensuring a high standard of service delivery.
• Manage inbound and outbound customer interactions across the loan lifecycle, from current month obligations through foreclosure-related scenarios.
• Independently handle routine and moderately complex inquiries related to payments, escrow, loan terms, and foreclosure concerns, applying professional judgment.
• Exercise active listening and problem-solving skills to understand customer needs and deliver solution-oriented outcomes impacting customer experience, operational efficiency, and cost effectiveness.
• Document customer interactions and loan activities accurately in system platforms while ensuring data integrity and compliance.
• Establish payment arrangements and negotiate feasible solutions to resolve delinquency, balancing customer needs with organizational objectives.
• Counsel customers on the implications of delinquency and guide them through available resolution options within established policies.
• Contribute to payment collection and deal production in alignment with business objectives and team performance goals.
• Maintain adherence to call center performance metrics including schedule adherence, productivity, and service quality standards, while ensuring consistent delivery of results.
• Exercise discretion in handling customer escalations and represent the organization with professionalism, sound judgment, and customer-centricity.
• Identify opportunities for process improvement and contribute to initiatives that enhance operational efficiency and customer experience.

Skills

Escalation handling

Customer service

Professional communication

Problem solving

Team collaboration

Education

College degree preferred

Undergraduate with BPO experience

Job description

JOB DESCRIPTION The Customer Resolutions Agent is responsible for delivering high-quality customer interactions by managing inquiries and resolving delinquent loan accounts in a prompt, efficient, and professional manner. The role takes ownership of customer outcomes by applying sound judgment within defined servicing frameworks to resolve inquiries, drive payment outcomes, and enhance customer experience. The individual leverages retention and liquidation strategies to address delinquency while adhering to investor servicing guidelines, internal policies, and regulatory requirements.

Position Summary The Customer Resolutions Agent is responsible for delivering high-quality customer interactions by managing inquiries and resolving delinquent loan accounts in a prompt, efficient, and professional manner. The role takes ownership of customer outcomes by applying sound judgment within defined servicing frameworks to resolve inquiries, drive payment outcomes, and enhance customer experience. The individual leverages retention and liquidation strategies to address delinquency while adhering to investor servicing guidelines, internal policies, and regulatory requirements.

Job Function And Responsibilities

• Demonstrate effective collection techniques and apply negotiation skills to drive delinquency resolution and payment outcomes.
• Analyze customer situations, determine root causes of delinquency, and evaluate appropriate resolution strategies within defined guidelines.
• Provide accurate, relevant, and compliant information to customers while ensuring a high standard of service delivery.
• Manage inbound and outbound customer interactions across the loan lifecycle, from current month obligations through foreclosure-related scenarios.
• Independently handle routine and moderately complex inquiries related to payments, escrow, loan terms, and foreclosure concerns, applying professional judgment.
• Exercise active listening and problem-solving skills to understand customer needs and deliver solution-oriented outcomes impacting customer experience, operational efficiency, and cost effectiveness.
• Document customer interactions and loan activities accurately in system platforms while ensuring data integrity and compliance.
• Establish payment arrangements and negotiate feasible solutions to resolve delinquency, balancing customer needs with organizational objectives.
• Counsel customers on the implications of delinquency and guide them through available resolution options within established policies.
• Contribute to payment collection and deal production in alignment with business objectives and team performance goals.
• Maintain adherence to call center performance metrics including schedule adherence, productivity, and service quality standards, while ensuring consistent delivery of results.
• Exercise discretion in handling customer escalations and represent the organization with professionalism, sound judgment, and customer-centricity.
• Identify opportunities for process improvement and contribute to initiatives that enhance operational efficiency and customer experience.

Qualification

• College degree preferred.
• Open to college undergraduates with at least 12 months of BPO experience, preferably in collections.
• Ability to handle customer escalations and manage complex interactions with confidence and professionalism.
• Demonstrates a positive attitude and contributes to a collaborative and high-performing team environment.
• Ability to work independently while utilizing training, domain knowledge, and professional judgment to deliver accurate and compliant outcomes.

Work Schedule Or Travel Requirements

• Shifts and Schedules: Our call center hours of operation are Monday – Friday 8:00am – 9:00pm EST, and Saturdays 8:00am – 5:00pm EST; shifts will fall within these timeframes.
• Mandatorily onsite 5 days a week
• Flexibility is required as scheduled shifts and skill assignments may change between Customer Service and Customer Resolutions functions.