Mortgage Service & Resolution Specialist (Hybrid)

Onity Group Inc.; West Palm Beach (FL); Hybrid; USD 42,000 - 65,000; Full time

Benefits offered by this job

Competitive benefits

401(k) with company match

Paid holidays

Floating holidays

Tuition assistance

PTO 19 days

Job summary

Onity Group Inc. is seeking a Coordinator, Customer Service & Resolutions to handle mortgage-related inquiries, resolve delinquencies, and guide customers toward clear, achievable solutions.

You will be the frontline representative, delivering accurate information, empathy, and timely follow-through. This role requires excellent communication, call-center experience, and comfort navigating servicing platforms.

Qualifications

• Minimum one year experience in a call center, collections, inside sales, customer service, or dispatch environment.
• Mortgage or financial services experience a plus.
• Proficient with Microsoft Office; familiarity with chat, email, SMS, dialer tools, and AI is a plus.

Responsibilities

• Answer incoming calls and resolve inquiries related to mortgage products and services.
• Assist delinquent customers with financial actions to cure their accounts.
• Maintain accurate documentation of all interactions and servicing actions.
• Provide guidance on repayment and resolution options in line with investor guidelines.
• Deliver exceptional customer experiences that build trust and loyalty.

Skills

Call center experience

Mortgage/financial services

Strong computer skills

Excellent communication

Problem-solving

De-escalation

Customer-focused

Team collaboration

Education

High school diploma or equivalent

Tools

Microsoft Office

AI tools (training)

Job description

Onity Group Inc. is seeking a Coordinator, Customer Service & Resolutions to handle mortgage-related inquiries, resolve delinquencies, and guide customers toward clear, achievable solutions.

You will be the frontline representative, delivering accurate information, empathy, and timely follow-through. This role requires excellent communication, call-center experience, and comfort navigating servicing platforms.