Call Center Representative

• 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

• 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
• Demonstrated problem-solving ability and a customer-first mindset
• Demonstrated ability to navigate difficult customer conversations with empathy and professionalism, including de-escalation and problem solving in high-stress interactions; collections experience in a mortgage servicing environment is a plus
• Proven ability to influence customer behavior, secure commitments, and drive payment outcomes

• 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.

#WeAreOnIt

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.