About the Role
PHH Mortgage is seeking a Coordinator, Customer Service to provide exceptional support for our forward mortgage servicing business. This role is responsible for answering incoming calls, resolving customer inquiries, and delivering courteous, professional service while adhering to investor servicing guidelines, internal policies, and scripted procedures.
Key Responsibilities
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Handle inbound calls regarding mortgage loans; identify the issue and provide timely resolutions.
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Collaborate with internal departments and escalate complex inquiries as needed.
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Utilize scripts and company resources to provide accurate information to customers.
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Document all customer interactions in the Company’s system of record.
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Navigate multiple applications (Black Knight, Speedpay, CIV) on multiple monitors to complete tasks.
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Respond to internal emails and communications from Team Leads.
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Assist other departments as call volume dictates.
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Meet departmental performance metrics and quality standards.
Training & Evaluation
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Paid Training: 8 weeks of on-the-job training.
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Evaluation Period: 3-month performance review following training.
Qualifications
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High School Diploma or equivalent required.
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Minimum 1 year of call center experience.
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Experience with Customer Service Call Center technology.
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Proficient with typing, multiple system navigation, Outlook, and Microsoft Office.
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Strong verbal, written, and listening communication skills.
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Excellent customer service, problem-solving, decision-making, and multitasking abilities.
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Ability to work independently in an in-person environment.
Additional Requirements
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Must pass the Company’s background screening prior to employment.
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May require additional client-specific background checks or Federal/State licensing.
PHH Benefits
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Industry-leading health and wellness benefits
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401K with company match after 1 year
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Paid holidays, floating holidays, and volunteer day
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19 days of paid time off per year
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Tuition assistance
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Quarterly “Fun at Work” events
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Merit-based annual compensation review
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Career advancement opportunities after one year of service
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