Remote Mortgage Care Specialist – Delinquency & Resolutions

Onity Group; West Palm Beach (FL); Hybrid; USD 38,000 - 52,000; Full time

Benefits offered by this job

401(k) with company match

Paid time off (19 days)

Tuition assistance

Quarterly events

Merit-based pay increases

AI-powered tools training

Career path within Customer Care

Job summary

Onity Group is seeking a Coordinator, Customer Service & Resolutions to deliver high-quality support for mortgage products and services. You will answer calls, resolve inquiries, and work with customers to cure delinquencies while upholding investor guidelines and internal policies.

The role emphasizes empathy, problem solving, and strong communication to guide customers toward clear, actionable resolutions and improved financial outcomes within a fast-paced contact center environment.

Qualifications

• High school diploma or equivalent required.
• Experience in call center, collections, inside sales, customer service, or dispatch preferred.
• Mortgage or financial services experience a plus.
• Strong computer skills including typing and multi-system navigation; MS Office proficiency.

Responsibilities

• Answer incoming customer calls and resolve inquiries related to mortgage products and services.
• Assist delinquent borrowers with financial actions to cure their accounts when possible.
• Deliver exceptional customer experiences to build trust and loyalty.
• Maintain accurate documentation of interactions, payments, and actions.
• Navigate multiple servicing platforms and applications concurrently.
• Collaborate with other departments to ensure timely resolution.

Skills

Strong communication

Empathy

Customer service

Problem solving

De-escalation

Tech savvy

Education

High school diploma

Tools

CRM software

Microsoft Office

Dialer tools

AI tools

Job description

Onity Group is seeking a Coordinator, Customer Service & Resolutions to deliver high-quality support for mortgage products and services. You will answer calls, resolve inquiries, and work with customers to cure delinquencies while upholding investor guidelines and internal policies.

The role emphasizes empathy, problem solving, and strong communication to guide customers toward clear, actionable resolutions and improved financial outcomes within a fast-paced contact center environment.