Mumbai City, Maharashtra, India · On-site
POSITION SUMMARY The role supports customer servicing operations by handling borrower inquiries, maintaining accurate loan information, and resolving customer concerns within defined servicing frameworks. The individual …
Skills: Customer Service, Loan Servicing, Problem Solving, Communication, Interpersonal Skills
Bengaluru, Karnataka, India · Hybrid
Position Summary: Security operations team is responsible for ensuring that the Confidentiality, Integrity, and Availability of the organization are consistently protected. The individual working in the L1 SOC team opera…
Skills: Security Operations, Incident Response, Threat Analysis, Phishing Analysis, Security Monitoring
Dallas, Texas, United States · Hybrid
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…
Skills: Customer service, Collections, Mortgage servicing, Problem solving, Communication
United States · Remote OK
$120k–$130k/yr
We are seeking an innovative and strategic Digital Product Manager to lead the vision, roadmap, and delivery of a key digital product within our organization. This role will serve as the bridge between business partners,…
Skills: Product management, Agile methodologies, Product roadmap, Backlog management, Strategic planning
Manila, Metro Manila, Philippines · On-site
POSITION SUMMARY: The Customer Resolutions Agent is responsible for delivering high-quality customer interactions by managing inquiries and resolving delinquent loan accounts in a prompt, efficient, and professional mann…
Skills: Collections, Negotiation, Customer Service, Problem Solving, Active Listening
Bengaluru, Karnataka, India · Hybrid
POSITION TITLE: Data Mapping Analyst, Servicing Transaction Management Position Summary: The Servicing Transaction Management department is responsible for the loan boarding and deboarding process. This role relates to c…
Skills: Mortgage servicing, Data mapping, Loan boarding, SQL, Microsoft Excel
Bengaluru, Karnataka, India · Hybrid
JOB FUNCTIONS AND RESPONSIBILITIES Getting requirement from the stakeholders and be able to translate to technical blue prints using modelling tools. Collaborate with the multiple business teams to understand the overall…
Skills: Data Modeling, Erwin, SQL, Oracle Database, Python
Bengaluru, Karnataka, India · Hybrid
Position Summary: The Director, Tax Services is responsible for leading end-to-end tax operations across Forward, Reverse, and Commercial Tax portfolios. This role oversees tax monitoring, disbursement, delinquency manag…
Skills: Tax Operations, People Management, Vendor Performance Management, Process Improvement, Change Management
United States · Remote OK
$175k–$240k/yr
The Vice President of Product Management will identify, develop and drive key strategic product initiatives aimed at identifying and promoting opportunities for organic growth, market and channel opportunity expansion, t…
Skills: Product Management, Strategic Planning, Secondary Market Investor Relations, Financial Modeling, Competitive Analysis
Mount Laurel, Virginia, United States · On-site
The Team Lead, Customer Resolutions will play a key role in the coaching and development of the Customer Resolutions Coordinators under their supervision. Focus areas will include utilization of our technology, scripting…
Skills: Team Leadership, Coaching, Loss Mitigation, KPI Monitoring, Conflict Resolution
United States · Remote OK
$110k–$130k/yr
The Communication Manager plays a critical role in supporting the enterprise‑wide strategy for how the organization communicates with homeowners. Reporting to the Customer Experience Communication Director, this role hel…
Skills: Professional Writing, Digital Marketing, Customer Communications, Content Strategy, Editing
Bengaluru, Karnataka, India · Hybrid
POSITION SUMMARY: Intern, Digital Transformation JOB FUNCTIONS AND RESPONSIBILITIES Design, build and deploy intelligent agents using LLMs, tool integration (e.g.: APIs, Databases) and orchestration frameworks. Enable au…
Skills: LLMs, API Integration, Orchestration Frameworks, Prompt Engineering, AI Agent Design
United States · Remote OK
$90k–$105k/yr
This position offers an exciting opportunity to play a crucial role in our Correspondent Lending business. We are hiring experienced Non-QM Underwriters to support the expansion of our rapidly growing non-delegated chann…
Skills: Non-QM Underwriting, Mortgage Loan Analysis, Encompass, Bank Statement Income Analysis, Asset Depletion
Pune City, Maharashtra, India · Hybrid
POSITION SUMMARY: As part of the Commitment Desk, this person will act as the primary contact that outside customers have with the Correspondent Lending division. This role will work closely as a team with Operations, Un…
Skills: Bulk Bidding, Loan Pricing, Risk Mitigation, Customer Service, Mortgage Banking
United States · Remote OK
Licensed Loan Officer, Consumer Direct The Loan Officer will be responsible for inbound and outbound calls to existing Portfolio customers to sell a range of mortgage products in order to meet individual sales goals, com…
Skills: Mortgage Lending, NMLS Licensing, Sales, Customer Service, Underwriting Systems
Bengaluru, Karnataka, India · Hybrid
JOB FUNCTION AND RESPONSIBILITIES: Collaborate with business stakeholders to understand data needs and translate them into analytical and reporting requirements.Design, create, and implement new data quality rules aligne…
Skills: SQL, PL/SQL, Python, Machine Learning, Large Language Models
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The analyst handles borrower inquiries and maintains accurate loan information within servicing systems to ensure high-quality customer experiences. They are responsible for resolving complaints, managing customer outreach, and contributing to process improvement initiatives.
Candidates must possess strong communication and problem-solving skills with a minimum of 3-5 years of call center experience if they hold an undergraduate degree. A graduate degree is preferred, and knowledge of mortgage loan servicing is considered an asset.
POSITION SUMMARY
The role supports customer servicing operations by handling borrower inquiries, maintaining accurate loan information, and resolving customer concerns within defined servicing frameworks. The individual ensures delivery of a high-quality customer experience through effective communication, issue resolution, and adherence to service standards. The role contributes to operational efficiency, customer satisfaction, and compliance through informed decision-making and professional judgment.
JOB FUNCTION AND RESPONSIBILITIES:
Handle loan-related customer inquiries through servicing channels, ensuring accurate, relevant, and timely information is provided to borrowers in accordance with defined guidelines.
Evaluate customer interactions and update, amend, or maintain loan information in servicing systems, ensuring data accuracy and compliance.
Assess, track, and resolve borrower complaints, applying judgment to determine appropriate resolution or escalation while ensuring effective closure.
Utilize autodialing systems effectively to manage customer outreach while maintaining quality, compliance, and customer experience standards.
Achieve defined productivity and contact targets, balancing efficiency with accuracy and service quality expectations.
Demonstrate familiarity with customer relationship functions and servicing offerings to support informed and effective customer interactions.
Take ownership of customer interactions and ensure end-to-end resolution or appropriate escalation of issues within defined frameworks.
Drive solution-oriented outcomes impacting customer experience, operational efficiency, and cost effectiveness through proactive problem solving.
Contribute to process optimization and continuous improvement initiatives by identifying opportunities to enhance service delivery and efficiency.
Exercise discretion within defined governance frameworks and represent the organization in customer interactions with professionalism and sound judgment.
Perform miscellaneous job-related duties aligned with role responsibilities as required by the department.
QUALIFICATION:
Demonstrated customer service skills with the ability to manage customer interactions effectively.
Fluent in English (verbal and written).
Knowledge or experience in mortgage loan servicing preferred.
Graduate degree preferred; undergraduate candidates must have at least 3-5 years of call center experience.
Ability to utilize training, domain knowledge, and professional judgment to perform responsibilities independently and ensure high-quality outcomes.
Strong communication, problem-solving, and interpersonal skills.
WORK SCHEDULE OR TRAVEL REQUIREMENTS:
Scheduled shift changes because of business needs (associate must be flexible)
Helping Homeowners is What We Do! NMLS#2726
PHH Mortgage, a subsidiary of Onity Group Inc. (NYSE: ONIT), is one of the largest servicers of residential mortgages in the United States. PHH Mortgage offers industry-leading mortgage solutions for the entire mortgage lifecycle including correspondent lending, MSR/Co-Issue, subservicing, commercial servicing, reverse mortgages and portfolio retention. For nearly 40 years, PHH Mortgage has maintained our commitment to offering innovative servicing and lending solutions to our customers while providing an unwavering dedication to customer service, and ethical and responsible practices. We strive to uphold this commitment and remain a dependable presence in an ever-changing mortgage environment, fostering our clients’ success in today’s complex marketplace. PHH has been recognized by the Freddie Mac Servicer Honors and Rewards Program (SHARP) program for 5 consecutive years, the Fannie Mae Servicer Total Achievement and Rewards (STAR) program for 4 consecutive years, and a HUD Tier 1 Ranked Servicer for 4 consecutive years. NMLS #2726 (www.nmlsconsumeraccess.org)
Offices: 1 Mortgage Way, Mount Laurel, NJ 08054, US
Helping Homeowners is What We Do! NMLS#2726
PHH Mortgage, a subsidiary of Onity Group Inc. (NYSE: ONIT), is one of the largest servicers of residential mortgages in the United States. PHH Mortgage offers industry-leading mortgage solutions for the entire mortgage lifecycle including correspondent lending, MSR/Co-Issue, subservicing, commercial servicing, reverse mortgages and portfolio retention. For nearly 40 years, PHH Mortgage has maintained our commitment to offering innovative servicing and lending solutions to our customers while providing an unwavering dedication to customer service, and ethical and responsible practices. We strive to uphold this commitment and remain a dependable presence in an ever-changing mortgage environment, fostering our clients’ success in today’s complex marketplace. PHH has been recognized by the Freddie Mac Servicer Honors and Rewards Program (SHARP) program for 5 consecutive years, the Fannie Mae Servicer Total Achievement and Rewards (STAR) program for 4 consecutive years, and a HUD Tier 1 Ranked Servicer for 4 consecutive years. NMLS #2726 (www.nmlsconsumeraccess.org)
Offices: 1 Mortgage Way, Mount Laurel, NJ 08054, US
