HELOC & Recast Specialist - Customer Care

NewRez LLC; Tempe (AZ); On-site; USD 42,000 - 68,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Health Savings Account with employer贡献

401(k) Retirement plan with employer 匹

Paid Maternity Leave/Parental Bonding/

Adoption Assistance

Tuition & Certification reimbursement

Employee Mortgage Loan Program

Newrez Employee Emergency and Disaster

Job summary

Newrez is seeking a Specialty Customer Care Consultant to deliver exceptional service in a fast-paced call center, handling HELOC loan inquiries and Recast requests, including fraud prevention and identity verification. You will work as SME, train on procedures, assist with payments and payoffs, and collaborate with Loan Servicing to begin recast processes.

Must have high school diploma; mortgage servicing experience preferred.

Qualifications

• High-school diploma or equivalent is required.
• Bachelor’s degree is preferred.
• 1+ year mortgage servicing experience or HELOC/fraud experience is a plus.

Responsibilities

• Handles inbound Customer Service calls, primarily assisting with HELOC loans and Recasts and other website/identity verification questions.
• Demonstrates positivity, courtesy, and helpfulness when dealing with homeowners.
• Processes mortgage payments or resolves delinquencies within guidelines.
• Fraud detection and prevention for HELOC borrowers.

Skills

Verbal communication

Written communication

Interpersonal skills

Negotiation skills

Analytical skills

Time management

Project management

Microsoft Office

Learning agility

Fraud prevention knowledge

Education

High-school diploma or equivalent

Bachelor’s degree, preferred

Tools

Socure

Job description

Newrez is seeking a Specialty Customer Care Consultant to deliver exceptional service in a fast-paced call center, handling HELOC loan inquiries and Recast requests, including fraud prevention and identity verification. You will work as SME, train on procedures, assist with payments and payoffs, and collaborate with Loan Servicing to begin recast processes.

Must have high school diploma; mortgage servicing experience preferred.