Manager Specialty & Commercial

Newrez; Tempe (AZ); On-site; USD 75,000 - 110,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Health Savings Account with employer

401(k) Retirement plan with employer

Paid maternity leave/parental leave

Adoption assistance

Tuition & Certification reimbursement

Employee Mortgage Loan Program

Volunteer time off

Matching gifts program

ERGs and community support

Job summary

Newrez is seeking a Manager Specialty & Commercial to support the Director in daily operations and drive performance for portfolios including Specialty, Commercial, and 2nd lien. The role involves leading supervisors, shaping strategies, and ensuring client requirements are met with a focus on QA and efficiency.

The position requires 6+ years in collections/finance with 5+ years of direct supervisory experience and a strong emphasis on leadership, communication, and analytics.

Qualifications

• Bachelor's degree preferred and 6+ years in collections/finance.
• 5+ years direct employee supervisory experience.
• Experience in call center environment.
• Proficiency with technology, computers, and phone systems.
• Strong organizational and leadership skills.

Responsibilities

• Provide leadership for supervisors, team leaders and staff company wide.
• Directly manage specialty collections and/or commercial portfolios.
• Develop and mentor team members to improve department effectiveness.
• Review daily production and performance results and address issues.
• Set daily and monthly goals for teams and individuals.
• Manage delinquency metrics and collection efforts to meet targets.
• Develop dialer campaigns tailored to portfolio characteristics.
• Communicate with SPCC about inbound and outbound calls.
• Track results and adjust strategies to meet production goals.
• Ensure client requirements on workouts, deferments, extensions, etc. are addressed.
• Coordinate with Portfolio Managers on client needs.
• Monitor account levels and adjust staffing as needed.
• Audit supervisor teams for errors and provide feedback.
• Manage costs and hire supervisory candidates.
• Streamline processes to improve efficiency.
• Maintain roll rates as required by clients.
• Ensure QA guidelines per regulatory requirements.

Skills

Leadership

Team development

Communication

Deadline oriented

Analytical skills

FDCPA compliance

Education

Bachelor's degree

6+ years collections/finance

5 years supervisory experience

Call center experience

Tech proficiency

Tools

Excel

Phone systems

CRM software

Job description

Who We Are

At Newrez, we bring big thinkers and caring doers together to make home happen. We’re a team built on heart and hustle, united by a commitment to show up for our customers, our communities, and each other. We believe that when our people thrive, homeowners thrive - and that’s why we invest in your growth, wellbeing, and ability to make an impact.

Every day, we work to exceed the expectations of our residential mortgage borrowers and business partners through superior service, simple processes, and clear communication. We do this by empowering our employees, encouraging innovative solutions and recognizing great performance.

Primary Function

The Manager Specialty & Commercial is responsible for directly assisting the Director in the daily operations and making sure the assets under their leadership perform to acceptable levels set forth by upper management.

Principal Duties

• Provide guidance and leadership for supervisors, team leaders and team members company wide.
• Directly manage Performing Specialty Collections (current to 60 DPD) (possibly in either Greenville SC and/or Houston TX) and/or Commercial (current to FC) and/or 2nd lien (current to FC).
• Develop, lead, and mentor all team members and supervisors to reinforce skills and increase department effectiveness.
• Review daily production and performance results and address successes and failures.
• Set daily and monthly goals for teams and for the individual team members.
• Manage the performing loan delinquency, roll rates and collection efforts to achieve desired results set forth by management.
• Assist in developing and managing dialer campaigns tailored to the characteristics of each portfolio and team.
• Communicate with SPCC to ensure inbound and outbound calls are being handled appropriately.
• Track results of work efforts to ensure desired levels of production and efficiency are achieved.
• Adjust strategies where required to account for delinquency trending and/or for new portfolio acquisition.
• Ensure client requirements on Workouts, Deferments, Maturity Extensions, RPPs, Short Sales, and anything requested by clients are reviewed and acknowledged by staff.
• Work closely with Portfolio Managers on client needs and assist clients when needed.
• Monitor account levels and determine when additional employees are needed to meet appropriate goals.
• Audit supervisor’s team’s work for possible errors and provide feedback.
• Manage fixed and variable collection costs. Interview and hire potential team leader and supervisor collection candidates.
• Assist in streamlining processes to improve efficiencies across the company.
• Maintain roll rates as designated by client.
• Develop and ensure team members are following QA guidelines as required by regulatory agencies.
• Monitor any payment methods (including ACH, biweekly etc.) to ensure payments are posted correctly.
• Perform personnel managerial duties such as goal setting and tracking, performance monitoring and coaching, ensuring associate engagement, and other typical managerial duties.
• Performs related duties as assigned by management.

List of required duties below. Distinguish on-site duties with a *.

• These essential functions are fundamental to the role, and must be performed on-site, as they cannot physically be performed remotely. In addition, the Company has determined that an in-person presence is important to critical components of our work, including oversight, training, collaboration, and productivity. Items not marked (*) as essential on-site, may still require partial on-site work to perform the role satisfactorily.

Education And Experience Requirements

• High school diploma or equivalent, required.
• Bachelor’s degree, preferred.
• 6+ experience in collections, finance, or related industry with 5 years of direct employee supervisory experience.
• General management skills are required including strong organizational, communication, and leadership skills, preferably in a production environment.
• Experience in a call center environment, inbound and outbound preferred.
• Proficiency with technology, computers, software applications and phone systems.

Knowledge, Skill, and Ability Requirements

• Ability to train and motivate employees while remaining calm during difficult situations.
• Strong excel and computer related skills required.
• Able to work with deadlines and complete projects on time.
• Strong conflict resolution skills.
• Proficiency in data management.
• Familiarity with the compliance requirements of FDCPA.
• Moderate analytical skills.

By applying to this position candidate acknowledges that this is not a remote role and is required to be on‑site.

Additional Information

While this description is intended to be an accurate reflection of the position’s requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.

All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Microsoft Authenticator. Employment will be contingent on this requirement.

Why Newrez

We’re a great place to work because we invest in what matters: your career, your community, your wellbeing, and your future. Our total rewards package is designed to support your whole self.

Company Benefits

• Medical, dental, and vision insurance
• Health Savings Account with employer contribution
• 401(k) Retirement plan with employer match
• Paid Maternity Leave/Parental Bonding Leave/Caregiver Leave
• Adoption Assistance
• Tuition & Certification reimbursement
• Employee Mortgage Loan Program
• The Newrez Employee Emergency and Disaster Fund is a program to support our team members experiencing hardships

Newrez NOW

• 1 company-paid Volunteer Time Off day (with over 40,000 volunteer hours contributed since our inception)
• Matching Gifts Program - dollar-for-dollar up to $1,000
• Access to grants, nonprofit resources, and volunteer opportunities
• More than $6,000,000 donated since 2020
• 1 in 5 employees participates in at least one Employee Resource Group (ERG)

Equal Employment Opportunity

We're proud to be an equal opportunity employer- and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.

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