Escalation Relationship Manager, ERM
Ocwen

Job Info

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JOB DESCRIPTION

The Escalation Relationship Manager (ERM) is a call center phone agent position within the Company's forward mortgage servicing business. This position reports to a Team Lead, Escalation Relationship Management and is an individual contributor on a team located in any of the following sites: Bangalore, India; Manila, Philippines; Mumbai, India; Mt. Laurel, USA; West Palm Beach, USA. This position is responsible for managing customer concerns and questions that are elevated in nature. The agent's role is to handle inbound calls and make outbound calls to homeowners to resolve escalated issues while maintaining a high degree of professionalism, courteous customer service, and promptness in all interactions. Agents are assigned a daily caseload of loans to manage. Agents are required to use scripting and adhere to investor servicing guidelines, internal policies and procedures.

Job Functions and Responsibilities:

• Communicate with customers via inbound calls, outbound calls and by email on escalated topics including, but not limited to, escrow/tax, payoffs and payments
• Proactively investigate and provide complete resolution on high-pressure and complex escalations, while working to de-escalate customer's concerns during call interactions
• Call back assigned customers within the required timeframe with updates related to their mortgage loan and follow-up on daily assignments
• Utilize case notes and required scripted materials to provide accurate solutions to customers
• Collaborate and work cross-functionally with other departments to research and resolve customer inquiries; act as a liaison
• Use several Company applications simultaneously on multiple monitors to complete required tasks
• Document all customer interactions and track open cases until full resolution is reached in the Company's case management system
• Respond to internal emails and communications from the Team Lead and complete required job trainings in a timely manner
• Meet the required departmental performance metric standards and adhere to procedures

Qualifications:

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

• High school diploma or equivalent required
• Minimum of two years' experience in a customer service environment preferred
• Experience working with elevated, or escalations customer concerns highly preferred
• Must possess basic computer skills, including typing, navigating multiple systems simultaneously, computer set-up and have a proficient knowledge with email systems such as Outlook, and the Microsoft Office suite
• Ability to work independently in a remote and in-person environment
• Outstanding communications skills (including verbal, written and listening skills), with an emphasis on strong customer service, professional relationship building skills, and conflict resolution
• Problem solving and decision-making abilities, with attention to detail, organization and execution of multiple tasks
• 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:

• Our call center hours of operation are Monday - Friday 8:00 a.m. - 9:00 p.m. ET, Saturday 8:00 a.m. - 5:00 p.m. ET. Scheduled work hours, or shifts, will fall into those timeframes.
• Saturday work hours may be 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 may be determined by business needs, the employee's performance standing, training and availability.
• This is a Hybrid remote/in-office position. Employee must be available to work in the office as required.

ABOUT US

Company: PHH Mortgage

PHH Mortgage, a wholly owned subsidiary of Ocwen Financial Corporation, is one of the largest subservicers of residential mortgages in the United States. PHH Mortgage provides servicing solutions to companies who own mortgage servicing rights and offers portfolio retention services to extend and enhance customer relationships.

PHH has been providing mortgage lending and servicing solutions since 1984 and is dedicated to responsible and ethical practices while delivering an exceptional customer experience. We strictly focus on subservicing and portfolio retention allowing our diverse professional clients - representing some of the largest and most recognizable financial and wealth management institutions, investors of MSRs, regional and community banks, and credit unions - to concentrate on their core businesses, while providing borrowers with exceptional customer service throughout the life of their loans.

Adhering to the highest levels of risk and compliance, built to bank-like standards, we build relationships with our clients and their customers to promote a philosophy of retaining \"customers for life.\" We strive to be a natural extension of each client's team, helping them to keep their expenses down, borrowers satisfied and service levels up while meeting today's regulatory demands and changing market conditions.

Our Service Excellence philosophy is: We consistently deliver on our commitments to customers, clients, investors, and colleagues through caring service, integrity and creative solutions. This philosophy is embraced by achieving our CARE service standards, which stands for Caring, Accurate, Responsive and Empowered. As a service organization, PHH firmly embraces this philosophy and recognizes that our collective success is an outgrowth of our employees, processes, and focus on operational execution and service delivery. As a member of the PHH team, you will receive tools, training and support to help deliver on our service objectives. Within our Service Excellence philosophy, we expect all employees to interact and engage our colleagues and our customers with respect, courtesy and professionalism; and achieve results consistent with our CARE standards.

Ocwen is proud to be an equal opportunity workplace and is an affirmative action employer. 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.

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