Ocwen Financial Services Zonamerica – Montevideo, UruguayOcwen is a financial services company based in West Palm Beach, Florida, whose main business is the servicing of residential and commercial mortgage loans with over 7,600 employees world wide and revenues of $845 million USD. Main Responsibilities: •Managing a production team of up to 12 associates providing all the necessary tools to achieve goals and keep customer satisfaction to a maximum.•Handle customer’s escalations over the phone and following up with the customer concern until the account is resolved and the customer satisfied.•Maintain agents’ compliance and login hours as desired providing them with ongoing updates and compliance reports to assure a correct usage of the system.•Reviewing calls to make sure the quality of the service is outstanding and provide the necessary feedback or coaching when a defect is found.•Motivational chats with the agents to also listen to any possible concerns or answer questions that might rise in regards to the process.•Providing the HR team with the payroll information for the total of 40 associates.•Interact with other location’s Team Leaders form different departments on a daily basis in regards to process updates or account queries that need to be resolved.•Involved in different company projects such as technology issues reporting, dialer updates, new processes and testing of new platforms before they are taken into production.•Keeping track of the location attendance to maintain UPL, NCNS and MUPL to a minimum.

Ocwen Financial Services Zonamerica – Montevideo, UruguayOcwen is a financial services company based in West Palm Beach, Florida, whose main business is the servicing of residential and commercial mortgage loans with over 7,600 employees world wide and revenues of $845 million USD.Main Responsibilities:•Handle queries related to loan servicing and account status over the phone with customers.•Obtain payment commitments from the customers informing the appropriate payment options and possible consequences if payment is received after the desired date.•Offer payment plans or other resolutions to cure delinquency as per the customer’s financial condition at the current time.•Properly documenting the accounts with the discussed topics to ensure a speedier resolution in the future.•Keep to a minimum Wrap, Not Ready time in-between calls and comply with login hours and compliance as requested to maintain customer’s holding time to a minimum.•Reach 100% quality in all calls reviewed by the quality team.

Oceania Club, Inc. Sunny Isles, FLOceania Club is a Health Club complex for the use of 5 condominium towers with over 810 units with pool, tennis, basketball and squash courts, spa, gym, beauty salon, 2 restaurants, party room and beach services. Main Responsibilities: •Collaborate extensively with external CPAs/Auditors, providing in-depth assistance with periodic corporate audits. •Issue monthly billing statements, process membership and maintenance payment, bank deposits and account reconciliations.•Perform thorough credit analyses, research financial histories, and review account status as a prerequisite to.•Research account transactions, demonstrating a keen ability to recognize and resolve discrepancies.•Negotiate and enforce collections to expedite the clearance on delinquent accounts.•Establish and maintain Membership files, introduced Club facilities to new residents, open new accounts as units were being sold and took care of membership termination maintaining accountant updated of units being charged for quarterly Dues.