Mortgage Care & Resolution Specialist

Talentify; Plano (TX); Hybrid; USD 42,000 - 64,000; Full time

Benefits offered by this job

Competitive benefits

401(k) with company match

Paid holidays + floating holidays + 1%

Tuition assistance

Paid time off

Job summary

Onity is hiring a Coordinator, Customer Service & Resolutions in Plano, TX. This hybrid, full-time role focuses on delivering high-quality mortgage support, answering calls, and guiding customers toward resolution with empathy and clear actions.

Training lasts about eight weeks, with a post-training evaluation period. Expect opportunities for merit increases and internal mobility within the Customer Care organization.

Qualifications

• High school diploma or equivalent required.
• 1+ year experience in a call center, collections, inside sales, customer service, or dispatch environment.
• Prior mortgage or financial services experience is a plus.
• Strong computer skills, typing and navigating multiple systems efficiently.
• Excellent communication, empathy and problem-solving abilities.

Responsibilities

• Answer incoming customer calls and resolve inquiries related to mortgage products and services.
• Engage delinquent borrowers to guide them toward repayment or resolution options.
• Deliver consistent, high-quality customer experiences and document all interactions.
• Navigate multiple servicing platforms and keep accurate records for continuity and accountability.
• Support cross-team collaboration to ensure customers move toward clear next steps.

Skills

Customer service

Call center

Communication

Problem solving

De-escalation

Mortgage knowledge

Documentation/CRM

Education

High School Diploma

Tools

Microsoft Office

CRM software

AI tools

Job description

Onity is hiring a Coordinator, Customer Service & Resolutions in Plano, TX. This hybrid, full-time role focuses on delivering high-quality mortgage support, answering calls, and guiding customers toward resolution with empathy and clear actions.

Training lasts about eight weeks, with a post-training evaluation period. Expect opportunities for merit increases and internal mobility within the Customer Care organization.