Call Center Representative
Onity Group Inc. · Dallas, TX · 1 mo ago
HybridOTHRFull-time
We need to output HTML fragment with sections: h3 headings for sections present. Must not repeat job title. Must not include Job ID etc. Must include only sections with real specific content.
We have content: Job Description paragraph(s). Then Work Schedule. Then What Onity Mortgage Offers (benefits). Then Job Functions And Responsibilities. Then Qualifications. Then Training / Licensing Requirements. Then About Us (maybe we can include as section? The instruction says use h3 for section headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. About Us is not listed but could be considered "About the role"? Actually "About Us" is company description; maybe we can include as a section with heading "About the company" but not in list. The instruction: "use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It says e.g., not exclusive. So we can add other headings if appropriate. But we should avoid filler. The About Us contains substantive info about company; we could include as a section with heading "About the company". However they didn't list that as example but it's okay. But we need to decide.
We also have "Work Schedule" which matches Schedule heading. So we can have
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It says e.g., not exclusive. So we can add other headings if appropriate. But we should avoid filler. The About Us contains substantive info about company; we could include as a section with heading "About the company". However they didn't list that as example but it's okay. But we need to decide.
We also have "Work Schedule" which matches Schedule heading. So we can have Schedule
with the schedule details.
We have "What Onity Mortgage Offers" which is benefits. So Benefits
with list.
We have "Job Functions And Responsibilities" => Responsibilities.
We have "Qualifications" => Qualifications.
We have "Training / Licensing Requirements" maybe combine as Requirements? Could be "Requirements". But we also have "Training / Licensing Requirements" which is specific. Could make a section "Requirements". Or we could have separate "Training & Licensing". The instruction says we can use Requirements heading. So we can put that content under Requirements
.
We also have initial Job Description paragraph(s) which could be under "About the role". So About the role
with the description paragraphs.
We must not repeat job title. Good.
We must not include Pay or Schedule unless present. Schedule present. Pay not present (no salary). So omit Pay.
We must not create sections with filler like "commensurate with experience". Not present.
We need to use - for any list of duties/requirements/benefits. So for Benefits we need list. For Responsibilities we need list. For Qualifications we need list. For Requirements maybe list.
We must preserve ALL substantive information; do not invent or summarize away detail. So we need to keep all details.
We need to remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. The text includes some EEO statement at end: "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." That's EEO boilerplate; should be removed. Also the "About Us" paragraph includes some EEO? Actually the About Us includes a paragraph about inclusion and equal opportunity; that's also boilerplate. We should remove that. Also the "Visit jobs.onitygroup.com for details." is maybe application instruction? It's not exactly instruction but could be considered navigation; we can remove.
Also "#WeAreOnIt" maybe a tagline; could be removed as boilerplate? It's not essential; but it's not navigation/legal/EEO. Might keep? It's not substantive; maybe remove as it's like a hashtag. Safer to remove.
Also "Training will be provided on AI-powered tools..." is part of Benefits? Actually it's under What Onity Mortgage Offers paragraph after benefits list. It's substantive; keep.
Also "Defined career path for high performers..." is also part of benefits/offer; keep.
Now we need to format.
Let's extract content.
Job Description paragraphs:
"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. As 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."
That's the description.
Work Schedule:
"Scheduled work hours are 11 am to 8 pm CT Monday through Friday and rotating Saturdays from 7 am to 4 pm CT. This 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. Employee must be within commutable distance to the Plano, TX office. This position is full-time. Eight week paid training.After training, there will be a 3-month performance evaluation period."
Note there is a missing space after period before "Eight". We'll keep as is but maybe add space for readability? We must preserve info; we can keep exactly but maybe fix spacing? The instruction: preserve ALL substantive information; do not invent or summarize away detail. Fixing missing space is not inventing; it's just formatting. Probably okay to add a space for readability but not change meaning. Safer to keep as is? I'd add a space for readability but it's minor. I'll keep as is but maybe add a space after period before "Eight". I'll just keep as is but ensure readability.
What Onity Mortgage Offers:
"Competitive benefits
401(k) 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
Training 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
Defined 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"
We need to make a list. Each bullet as
- . The first line "Competitive benefits" maybe a heading? But we can treat as list item. Could also make a
intro then list. But instruction: Use
- for any list of duties/requirements/benefits. So we can make a
with each benefit as - . The phrase "Competitive benefits" could be a list item; but maybe better to have a
preceding list: "Competitive benefits include:" then list. However that adds extra text not in original? It's summarizing. Safer to make each line a list item, including "Competitive benefits" as an item. That preserves all info.
Job Functions And Responsibilities: list of responsibilities. We'll make
- each sentence.
Qualifications: list.
Training / Licensing Requirements: list.
Now we need to output only HTML fragment.
Let's craft.
Structure:
About the role
...
Schedule
...
Benefits
- Competitive benefits
- 401(k) 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
- Training 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
- Defined 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
Responsibilities
- Serve 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
- Take 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
- Deliver exceptional customer experiences that strengthen trust and loyalty, consistently exceeding expectations while creating positive, outcome-focused interactions
- Answer incoming customer calls, resolve customer inquiries, and provide support related to the Company’s mortgage products and services
- Engage customers who are delinquent with their mortgage loan payments to complete required financial actions to cure their account through cash cure/payment when possible
- Conduct thoughtful, effective financial conversations to assess ability and willingness to pay, build trust, encourage commitment, and help customers understand their path forward
- Approach every customer need as a problem to solve by reducing effort, removing confusion, and creating a clear and confident path forward
- Provide thoughtful guidance on products, services, and solutions that genuinely improve the customer’s situation, reflecting a service-to-sales mindset grounded in customer value
- Guide 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
- Educate borrowers on the consequences of non-payment, build trust and rapport, secure commitments to resolve delinquency, and act with transparency in all interactions
- Create seamless experiences by partnering across teams when needed, ensuring the customer is never left without an answer or next step
- Maintain accurate, complete documentation of all customer interactions, repayment plans, account actions, and service activity to support continuity, accountability and high-quality service
- Navigate multiple servicing platforms and applications simultaneously, including loan servicing systems, outbound dialer platforms, and skip-tracing
- Assist other departments with call handling needs as call volume dictates
- Approach each interaction with urgency, professionalism, empathy and focus, recognizing that speed and clarity directly impact customer confidence and resolution success
- Consistently deliver performance outcomes aligned with customer satisfaction (e.g., Net Promoter Score), experience measures, quality, productivity, cure rate, collections effectiveness, and overall portfolio health
Qualifications
- High school diploma or equivalent required
- Experienced 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
- Prior mortgage or financial services experience is a plus
- Strong computer skills, including typing, navigating multiple systems simultaneously to work efficiently in a fast-paced, performance-driven environment; proficient knowledge with
intro then list. But instruction: Use
- for any list of duties/requirements/benefits. So we can make a
- with each benefit as
- . The phrase "Competitive benefits" could be a list item; but maybe better to have a
preceding list: "Competitive benefits include:" then list. However that adds extra text not in original? It's summarizing. Safer to make each line a list item, including "Competitive benefits" as an item. That preserves all info. Job Functions And Responsibilities: list of responsibilities. We'll make
- each sentence.
Qualifications: list.
Training / Licensing Requirements: list.
Now we need to output only HTML fragment.
Let's craft.
Structure:
About the role
...
Schedule
...
Benefits
- Competitive benefits
- 401(k) 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
- Training 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
- Defined 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
Responsibilities
- Serve 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
- Take 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
- Deliver exceptional customer experiences that strengthen trust and loyalty, consistently exceeding expectations while creating positive, outcome-focused interactions
- Answer incoming customer calls, resolve customer inquiries, and provide support related to the Company’s mortgage products and services
- Engage customers who are delinquent with their mortgage loan payments to complete required financial actions to cure their account through cash cure/payment when possible
- Conduct thoughtful, effective financial conversations to assess ability and willingness to pay, build trust, encourage commitment, and help customers understand their path forward
- Approach every customer need as a problem to solve by reducing effort, removing confusion, and creating a clear and confident path forward
- Provide thoughtful guidance on products, services, and solutions that genuinely improve the customer’s situation, reflecting a service-to-sales mindset grounded in customer value
- Guide 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
- Educate borrowers on the consequences of non-payment, build trust and rapport, secure commitments to resolve delinquency, and act with transparency in all interactions
- Create seamless experiences by partnering across teams when needed, ensuring the customer is never left without an answer or next step
- Maintain accurate, complete documentation of all customer interactions, repayment plans, account actions, and service activity to support continuity, accountability and high-quality service
- Navigate multiple servicing platforms and applications simultaneously, including loan servicing systems, outbound dialer platforms, and skip-tracing
- Assist other departments with call handling needs as call volume dictates
- Approach each interaction with urgency, professionalism, empathy and focus, recognizing that speed and clarity directly impact customer confidence and resolution success
- Consistently deliver performance outcomes aligned with customer satisfaction (e.g., Net Promoter Score), experience measures, quality, productivity, cure rate, collections effectiveness, and overall portfolio health
Qualifications
- High school diploma or equivalent required
- Experienced 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
- Prior mortgage or financial services experience is a plus
- Strong computer skills, including typing, navigating multiple systems simultaneously to work efficiently in a fast-paced, performance-driven environment; proficient knowledge with
- each sentence.
Qualifications: list.
Training / Licensing Requirements: list.
Now we need to output only HTML fragment.
Let's craft.
Structure:
- . The phrase "Competitive benefits" could be a list item; but maybe better to have a