{"id":2662834,"url":"https://alion.io/job/onitygroup-call-center-representative","title":"Call Center Representative","company":{"id":2802084,"name":"Onitygroup","domain":"onitygroup.com","url":"https://alion.io/company/onitygroup","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Plano, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":33000,"max_usd":62000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":1114},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":true}],"status":"live","first_seen_at":"2026-10-05T19:00:10Z","employer_posted_date":"2026-10-05","last_verified_at":"2026-10-16T14:47:22Z","board_verified":true,"closed_at":null,"days_open":11,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":11},"description":"The Coordinator, Customer Service & Resolutions is a customer-facing role responsible for delivering exceptional quality support to customers by answering incoming phone calls, resolving customer inquiries on the Company’s mortgage products and services, and working with customers to resolve mortgage delinquency and restore their financial standing whenever possible. This role focuses on solving customer problems, reducing customer friction, understanding each customer’s situation, identifying the right path forward, and providing clear, actionable solutions that help customers move forward with confidence.\nAs a front-line representative of the Onity brand, this role is accountable for creating positive customer experiences, strengthening relationships, balancing customer care with performance outcomes, and delivering results aligned with customer satisfaction, resolution outcomes, cure rates, sustainable payment solutions, collections effectiveness, and overall portfolio health. Agents in this role are required to use scripting and adhere to investor servicing guidelines, internal policies and procedures.\nWork Schedule:\nScheduled work hours are 11 am to 8 pm CT Monday through Friday and rotating Saturdays from 7 am to 4 pm CT.\nThis 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.\nEmployee must be within commutable distance to the Plano, TX office.\nThis position is full-time.\nEight week paid training.After training, there will be a 3-month performance evaluation period.\nWhat Onity Mortgage Offers\nCompetitive benefits\n401(k) with company match after 1 year\nPaid holidays + 2 floating holidays + 1 volunteer day per year\n19 days of paid time off per year\nTuition assistance\nQuarterly “Fun at Work” events\nOpportunity for yearly merit increase in compensation\nTraining will be provided on AI-powered tools and workflows used in the contact center, as well as Lean Management System (LMS) principles including daily huddles, visual management, and continuous improvement practices\nDefined career path for high performers: Coordinators who demonstrate consistent performance and leadership potential are eligible to advance to Team Lead, and further into Assistant Manager and Manager roles within the Customer Care organization. Internal mobility across business lines is actively encouraged\nJob Functions and Responsibilities:\nServe 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\nTake 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\nDeliver exceptional customer experiences that strengthen trust and loyalty, consistently exceeding expectations while creating positive, outcome-focused interactions\nAnswer incoming customer calls, resolve customer inquiries, and provide support related to the Company’s mortgage products and services\nEngage customers who are delinquent with their mortgage loan payments to complete required financial actions to cure their account through cash cure/payment when possible\nConduct thoughtful, effective financial conversations to assess ability and willingness to pay, build trust, encourage commitment, and help customers understand their path forward\nApproach every customer need as a problem to solve by reducing effort, removing confusion, and creating a clear and confident path forward\nProvide thoughtful guidance on products, services, and solutions that genuinely improve the customer’s situation, reflecting a service-to-sales mindset grounded in customer value\nGuide 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\nEducate borrowers on the consequences of non-payment, build trust and rapport, secure commitments to resolve delinquency, and act with transparency in all interactions\nCreate seamless experiences by partnering across teams when needed, ensuring the customer is never left without an answer or next step\nMaintain accurate, complete documentation of all customer interactions, repayment plans, account actions, and service activity to support continuity, accountability and high-quality service\nNavigate multiple servicing platforms and applications simultaneously, including loan servicing systems, outbound dialer platforms, and skip-tracing\nAssist other departments with call handling needs as call volume dictates\nApproach each interaction with urgency, professionalism, empathy and focus, recognizing that speed and clarity directly impact customer confidence and resolution success\nConsistently deliver performance outcomes aligned with customer satisfaction (e.g., Net Promoter Score), experience measures, quality, productivity, cure rate, collections effectiveness, and overall portfolio health\nQualifications:\nHigh school diploma or equivalent required\nExperienced call center professionals highly preferred, 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\nPrior mortgage or financial services experience is a plus\nStrong 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\nStrong 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\nDemonstrated problem-solving ability and a customer-first mindset\nDemonstrated 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\nProven ability to influence customer behavior, secure commitments, and drive payment outcomes\nTraining / Licensing Requirements:\nMust 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.","description_format":"text","description_chars":6885,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":true},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-16T01:24:44Z"}],"visa":[],"liveness":{"score":69,"band":"ok","label":"Likely open","p_open":1,"p_active":0.764,"p_room":0.9,"age_days":10,"expected_fill_days":17,"reasons":["conf:0","win:mid","comp:junior"],"computed_at":"2026-10-16T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/onitygroup-call-center-representative","json_url":"https://alion.io/job/onitygroup-call-center-representative.json","meta":{"generated_at":"2026-10-16T19:50:11Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":232,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-17T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2802084},"rest":"https://alion.io/mcp/rest/get_company?id=2802084"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fonitygroup-call-center-representative"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fonitygroup-call-center-representative"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fonitygroup-call-center-representative"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/onitygroup-call-center-representative\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fonitygroup-call-center-representative"}]}