HELOC & Recast Specialist - Customer Care SME

Newrez LLC - Servicing; Tempe (AZ); On-site; USD 42,000 - 52,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) with employer match

Parental leave

Job summary

Newrez LLC - Servicing seeks a Specialty Customer Care Consultant to deliver exceptional service in a high-volume call center. You will handle HELOC and Recast requests, verify customer identity, and assist with payments while maintaining accuracy and empathy.

The role involves fraud prevention, cross-training on loan servicing items, and collaboration with internal teams to resolve issues efficiently. On-site work in Tempe, AZ is required.

Qualifications

• High school diploma or equivalent required.
• Bachelor's degree preferred for advanced roles.
• 2-4 years mortgage servicing experience; HELOC or fraud experience preferred.

Responsibilities

• Handle inbound customer service calls and outbound calls.
• Assist with HELOC and Recast requests; explain payment calculations.
• Perform fraud prevention and identity verification tasks; troubleshoot website issues.
• Advise on proper steps and eligibility; work with servicing to begin processes.

Skills

Verbal communication

Customer service

Fraud prevention

Identity verification

Multitasking

MS Office

Education

High School Diploma or equivalent

Bachelor’s degree preferred

Tools

Socure

CRM systems

Payment processing

Job description

Newrez LLC - Servicing seeks a Specialty Customer Care Consultant to deliver exceptional service in a high-volume call center. You will handle HELOC and Recast requests, verify customer identity, and assist with payments while maintaining accuracy and empathy.

The role involves fraud prevention, cross-training on loan servicing items, and collaboration with internal teams to resolve issues efficiently. On-site work in Tempe, AZ is required.