Job Description

:

The Coordinator, Customer Service is a call center phone agent position within the Company's forward mortgage servicing business. This position reports to a Team Lead, Customer Service and is responsible for answering incoming phone calls and resolving all customer inquiries on the Company's products and services while maintaining a high degree of professionalism and courteous customer service in all interactions, both internally and externally. Agents in this role are required to use scripting and adhere to investor servicing guidelines, internal policies and procedures.

What PHH Offers:

• Paid training
• Hourly pay + potential overtime + monthly incentive ranging between $400 to $800 per month
• Best in class industry benefits
• 401K 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
• Career advancement opportunities after one year of service

Job Functions and Responsibilities:

Answer and handle incoming phone calls from customers regarding their mortgage loan; identify the reason for the phone call and provide the customer with an appropriate response and resolution

• Collaborate with internal departments and escalate as needed to resolve more complex questions
• Utilize required scripted materials to provide accurate solutions to customers
• Document all customer interactions in the Company's system of record
• Effectively navigate and use the team's user resource manual to locate information independently and assist with customer questions
• Use multiple Company applications simultaneously on multiple monitors including Black Knight, Speedpay, and CIV to complete required tasks
• Respond to internal emails and communications from the Team Lead and complete required job trainings in a timely manner
• Assist other departments with call handling needs as call volume dictates
• Meet the required departmental performance and metric standards

Qualifications:

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

• High school diploma, GED or military equivalent required
• Bilingual English and Spanish required
• Minimum of two years experience in call center preferred
• Must possess basic computer skills, including typing, navigating multiple systems simultaneously, basic 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 and professional relationship building skills
• Problem solving and decision-making abilities, with attention to detail, organization and execution of multiple tasks

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:

• 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. Required to be flexible to work any shift between these hours. Rotating Saturday work hours 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 may be determined by business needs, the employee's performance standing, training and availability.
• This position is a 40 hours per work week.
• This position is a 100% in office position. You must be available to work in our West Palm Beach office for all required shifts.
• Office location is in West Palm Beach, FL
• Eight week paid on the job training. After training there will be a 3 month performance evaluation period.

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