Mortgage Care & Resolution Specialist

Talentify; Mount Laurel Township (NJ); Hybrid; USD 42,000 - 66,000; Full time

Benefits offered by this job

Competitive benefits

401(k) with company match

Paid holidays + floating holidays + 1?

Paid time off

Job summary

Onity Mortgage is seeking a Coordinator, Customer Service & Resolutions to handle inbound calls, resolve inquiries on mortgage products, and assist delinquent customers in restoring their financial standing. The role emphasizes empathy, problem solving, and clear guidance through repayment options.

The position is hybrid, with training in-office and ongoing performance evaluations. Candidates should have at least one year in a call center or customer service setting and strong computer and

Qualifications

• High school diploma or equivalent required.
• Minimum of one year experience in a call center, collections, inside sales, customer service, or dispatch environment required, with a strong focus on superior customer experience.
• Strong computer skills, including typing, navigating multiple systems simultaneously to work efficiently in a fast-paced, performance-driven environment; proficient knowledge with the Microsoft Office suite required; exposure to chat, email, SMS, dialer tools, and AI a plus
• Strong communication skills with the ability to build trust while addressing sensitive financial situations, handle objections, resolve customer concerns, set expectations, secure commitments, and ensure customers understand their path forward

Responsibilities

• Serve customers with a deep sense of responsibility and privilege, recognizing the importance of each customer interaction in their financial journey and, when applicable, helping them regain control of their financial situation
• Take ownership of every customer interaction and delinquent account by listening fully, understanding needs, identifying the root cause of non-payment when applicable, and guiding customers toward outcomes that provide resolution, clarity, and peace of mind
• Deliver exceptional customer experiences that strengthen trust and loyalty, consistently exceeding expectations while creating positive, outcome-focused interactions
• Answer incoming customer calls, resolve customer inquiries, and provide support related to the Company’s mortgage products and services
• Engage customers who are delinquent with their mortgage loan payments to complete required financial actions to cure their account through cash cure/payment when possible
• Conduct thoughtful, effective financial conversations to assess ability and willingness to pay, build trust, encourage commitment, and help customers understand their path forward
• Approach every customer need as a problem to solve by reducing effort, removing confusion, and creating a clear and confident path forward
• Provide thoughtful guidance on products, services, and solutions that genuinely improve the customer’s situation, reflecting a service-to-sales mindset grounded in customer value
• Guide customers through available repayment and resolution options including repayment plans, forbearance, loan modifications, and liquidation alternatives (short sale, deed-in-lieu) in accordance with investor and agency guidelines; scripts and training on all workout options will be provided
• Educate borrowers on the consequences of non-payment, build trust and rapport, secure commitments to resolve delinquency, and act with transparency in all interactions
• Create seamless experiences by partnering across teams when needed, ensuring the customer is never left without an answer or next step
• Maintain accurate, complete documentation of all customer interactions, repayment plans, account actions, and service activity to support continuity, accountability and high-quality service
• Navigate multiple servicing platforms and applications simultaneously, including loan servicing systems, outbound dialer platforms, and skip-tracing
• Assist other departments with call handling needs as call volume dictates
• Approach each interaction with urgency, professionalism, empathy and focus, recognizing that speed and clarity directly impact customer confidence and resolution success
• Consistently deliver performance outcomes aligned with customer satisfaction (e.g., Net Promoter Score), experience measures, quality, productivity, cure rate, collections effectiveness, and overall portfolio health

Skills

Call center experience

Customer service

Communication skills

Problem solving

Multitasking

Education

High school diploma or equivalent

Tools

Microsoft Office

AI tools (plus)

Job description

Onity Mortgage is seeking a Coordinator, Customer Service & Resolutions to handle inbound calls, resolve inquiries on mortgage products, and assist delinquent customers in restoring their financial standing. The role emphasizes empathy, problem solving, and clear guidance through repayment options.

The position is hybrid, with training in-office and ongoing performance evaluations. Candidates should have at least one year in a call center or customer service setting and strong computer and