Team Lead, Customer Resolutions

Onity Group Inc.; Mount Laurel Township (NJ); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive benefits

401(k) with company match after 1 year

Paid holidays + 2 floating holidays +

19 days of paid time off per year

Tuition assistance

Quarterly "Fun at Work" events

Opportunity for yearly merit increase

Job summary

Onity Group Inc. is seeking a Team Lead, Customer Resolutions to coach and develop Customer Resolutions Coordinators, focusing on call center performance, scripting, loss mitigation, and high-quality scores. The role supervises US-based associates and drives operational excellence.

The position starts in-office for training (about four weeks) and then moves to a hybrid model with remote work. Must live within commuting distance to Mt.

Qualifications

• Bachelor’s degree or equivalent preferred
• Minimum of one year experience leading a team in a call center enviroment
• Minimum of two years experience in a customer service or collections environment
• Proficient with Microsoft Office products (e.g., Word, Excel, Outlook, etc.)
• Strong written/verbal communication skills
• Persuasive demeanor with ability to make rational decisions based on business expectations.
• Ability to deal with conflict and resolve in accordance with business unit requirements
• Adapts well in a changing environment

Responsibilities

• Provide strategic oversight and direction regarding Onity’s Call Center Operation - Customer Resolutions department regarding performance and practices to ensure high quality product output and operational excellence throughout the organization.
• Closely monitor various metrics such as Key Performance Indicators (KPIs) to achieve business objectives.
• Manage a diverse team of associates located in the US with an emphasis on retention of high performing associates, coaching and professional development.
• Oversee the execution of all Customer Resolutions processes to ensure a high degree of timeliness, accuracy, and compliance.
• Leverage effective short, medium, and long-range planning to anticipate business needs as they arise and provide effective solutions to Executive Management.
• Review departmental control reporting to ensure compliance with internal and external guidelines related to ERM servicing commitments.
• Update and implement internal controls and procedures as risks are identified.
• Ensure all internal policies and procedures are updated to reflect compliance changes.
• Develop and document business process enhancements and opportunities for increased automation.
• Login to the escalation queue to handle and manage queries and escalations real time.

Skills

Team leadership

Communication skills

Problem solving

Adaptability

Conflict resolution

Education

Bachelor’s degree or equivalent

Tools

Microsoft Office

Job description

Job Description

Team Lead, Customer Resolutions will play a key role in the coaching and development of the Customer Resolutions Coordinators under their supervision. Focus areas will include utilization of our technology, scripting, and loss mitigation experience to achieve top results in volume of resolutions, reduction in variability and high-quality scores.

Work Schedule

• The Team Lead must be available to work the shift of their team members. Scheduled work hours are 12 pm to 9 pm Monday through Friday and rotating Saturdays from 8 am to 5 pm.
• This is a hybrid position. The position will require full time in office during training for approximately 4 weeks and then move to a hybrid position working remotely.
• Employee must be within commutable distance to the Mt. Laurel, NJ office.
• This position is full-time.

What Onity Mortgage Offers

• Competitive benefits
• 401(k) with company match after 1 year
• Paid holidays + 2 floating holidays + 1 volunteer day per year
• 19 days of paid time off per year
• Tuition assistance
• Quarterly "Fun at Work" events
• Opportunity for yearly merit increase in compensation

Job Functions And Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

• Provide strategic oversight and direction regarding Onity’s Call Center Operation - Customer Resolutions department regarding performance and practices to ensure high quality product output and operational excellence throughout the organization.
• Closely monitor various metrics such as Key Performance Indicators (KPIs) to achieve business objectives.
• Manage a diverse team of associates located in the US with an emphasis on retention of high performing associates, coaching and professional development.
• Oversee the execution of all Customer Resolutions processes to ensure a high degree of timeliness, accuracy, and compliance.
• Leverage effective short, medium, and long-range planning to anticipate business needs as they arise and provide effective solutions to Executive Management.
• Review departmental control reporting to ensure compliance with internal and external guidelines related to ERM servicing commitments.
• Update and implement internal controls and procedures as risks are identified.
• Ensure all internal policies and procedures are updated to reflect compliance changes.
• Develop and document business process enhancements and opportunities for increased automation.
• Login to the escalation queue to handle and manage queries and escalations real time.

Qualifications

To perform this job successfully, an individual must have the following education and/or experience:

• Bachelor’s degree or equivalent preferred
• Minimum of one year experience leading a team in a call center enviroment
• Minimum of two years experience in a customer service or collections environment
• Proficient with Microsoft Office products (e.g., Word, Excel, Outlook, etc.)
• Strong written/verbal communication skills
• Persuasive demeanor with ability to make rational decisions based on business expectations.
• Ability to deal with conflict and resolve in accordance with business unit requirements
• Adapts well in a changing environment

Training/Licensing Requirements

• Must pass the Company’s Background Screening process prior to beginning employment. Additionally, as a condition of employment, you may be required to pass client-specific background check requirements or Federal/State licensing requirements, if applicable.

Work Schedule/Requirements

• Scheduled work hours are 12 pm to 9 pm Monday through Friday and rotating Saturdays from 8 am to 5 pm.
• Our call center hours of operation are Monday – Friday 8:00 a.m. – 9:00 p.m. EST, Saturday 8:00 a.m. – 5:00 p.m. EST. Scheduled 40 hour weekly shifts will fall into those timeframes. Must be fleble to work a 40 hour work schedule between these hours. Rotating Saturdays are required.
• Shifts are subject to a changing rotation schedule. Employees in this role must be flexible and available to work during all listed business hours. Shifts are determined by business needs.
• This is a 100% in office position office position. Employee must be within commutable distance to Mount Laurel, NJ and able to work in the office as required.

About Us

Onity Group Inc. is a leading non-bank financial services company providing mortgage servicing and originations solutions through its subsidiary, Onity Mortgage, formerly known as PHH Mortgage. Onity Mortgage is one of the largest servicers in the country, focused on delivering a variety of servicing and lending programs to customers, clients and investors.

At Onity, we strive to earn our customers’ loyalty every day. We do this by consistently delivering exceptional service and building trust through reliability, integrity, and following through on our commitments. We operate through the lens of the customer, understand the importance of homeownership, and take pride in helping homeowners. Collectively this fosters long-term relationships, ensuring our customers feel valued and supported. We expect all employees to interact with and engage our colleagues and our customers with respect, courtesy and professionalism, and to achieve results consistent with our service delivery standards.

Onity is intensely focused on hiring, developing and retaining the best talent in the industry! Our commitment to inclusion and equal opportunity ensures that we sustain our reputation as an outstanding place to work, a great business partner and a valued community member. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know.

Onity Group Inc. offers a comprehensive benefits package including medical, dental and vision; up to 3% match on 401(k) contributions; generous paid time off; company-paid life, accident and disability coverage; programs for mental, physical and financial wellness; and more. Visit jobs.onitygroup.com for details.