I am in complete awe of the continued complaints, disputes and disgruntled employees complaints on Ocwen Federal Bank, aka Ocwen Financial.
I too was an employee of Ocwen, just short of 6 years. I personally worked as a Group Leader on a "Customer Complaint Task Force aka Executive Services Team" that first handedly worked directly with the President/CEO of Ocwen to eliminate, evaporate, disguise &/or dispose of the handling ofcustomer complaints. One would think that after many 60 hour work weeks, with a team of 20 or more reps that by now (4 years after the fact) many of the issues we addressed would be long gone and Ocwen working towards providing a friendlier work place thus providing customers with a friendlier - more professional atmosphere.
Most employees once with Ocwen or still with Ocwen are not mean or ugly by nature but the work atmosphere they are working in & for cultivates their meanness and &/or unprofessional attitudes. Allow me to first say that at any given time, for ANY given reason any employee can waive late fees, NSF fees up to $200.00 without a supervisor's approval. From which point any Group, Floor or Team Leader can waive up to $2k in those same fees without senior managements approval.
I as a Group Leader, for one, was more free with the waiving of the fees if it meant we could work with the customer to assist them in getting the payments up to date. But the policy at Ocwen is as a "Fee Based Company" their annual budget (s) included the charging of and the collection of these said fees thus getting someone to waive a fee may seem difficult, but the attitude is that the employee you are dealing with hasn't gotten his/her raise timely, (as many are promised one date and that date comes and goes with no explaination or it is blamed on HR for not processing it properly) or approved to take vacation when they have requested it, or was verbally embarrassed &/or reprimanded for a non-sensical situation, thus the customer WILL NOT GET THEIR FEES WAIVED AND THUS THE CUSTOMER WILL REMAIN FRUSTRATED.
Ocwen does hire, and train good people, but these good people turn into rotten apples because the of the practices by the Management whom do not practice what they preach. The cashiering department has got to be the absolute worst down fall of Ocwen. From last report, all cks are photo copied, faxed to India, where an employee there posts the payments. Once this process has been completed then the checks are processed for deposit. Many payments are not posted timely as Ocwen uses the absolute worst processing centers in the US of A.
Ocwen CEO's and Senior Management have first handedly reviewed their processes are aware of their pitfalls, their inconsistancies, mispostings and yet because their fee is the cheapest, they remain with this same processing center. Thus causing many payments to become delinquent in avoidance of late charges. I learned so much while there, many good and unfortunately many not so good.
But for the most part my time with Ocwen was good. The not so good, was in fact, were behind the closed door meetings, the after hours "get togethers over beers" and intimate lunch conversations experienced on many occassions with Senior Management (Scott, Rob Kaltenbach, Linda Laychak, HR Management, Bill Newland, etc) I wish no harm to those previously mentioned, (TBecker, TMelchionna, SConradson, AMaddox) as those whom do unto others will have the same done to them.
But many of the complaints against Ocwen are valid, are provable and in any class action law suit, Ocwen will not be successful, you can only cover up but so much. It's ashame that so many hours of hard work by so many good people went into projects working towards avoiding these mishaps and yet here we (not me, I am no longer w/Ocwen) are years later... Standing still! But much, many of the US staff members have lost jobs to residents in India of which may have higher educations but certainly don't have the GOOD US OF A KNOW HOW!
Wishing all Ocwen Customers Luck, and take some useful advice, use Western Union Quick Collect when making payments as this is the only sure way your payment will be posted timely!
Sherri
Lake Mary, Florida
U.S.A.
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