Mortgage Support Specialist: Client & File Coordination

Newrez; Langhorne (Bucks County); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Medical benefits

401(k) matching

Volunteer time off

Job summary

Newrez is hiring a Premier Support Specialist to provide daily operational and customer support within the Premier Services Team. This role handles refinance and purchase transactions and acts as a key contact for loan officers, processors, borrowers, attorneys, vendors, and realtors throughout the file lifecycle.

Responsibilities include answering inbound calls, routing inquiries, processing title work, and ensuring compliance with SLAs while delivering superior customer service and clear

Qualifications

• High School diploma or equivalent required.
• 1+ year of title processing or relevant industry experience preferred.
• 1+ year of customer service experience preferred.
• Experience with ResWare preferred.
• Proficiency in Word, Outlook, and Excel.

Responsibilities

• Monitor Premier Services queues in ResWare and Outlook email inboxes.
• Route and respond to items according to internal workflow matrices and service standards.
• Process incoming title work, bringdowns, loan amount and loan number changes, address updates, property type revisions, tax updates, and related requests.
• Ensure timely handling of assigned tasks in accordance with internal SLAs.
• Answer inbound phone calls and direct inquiries to the appropriate team member.
• Respond to client and stakeholder inquiries via phone and email in a timely and professional manner.
• Provide status updates regarding title clearance and document revisions.
• Maintain detailed and accurate records of customer interactions.
• Handle complaints or concerns professionally and elevate when necessary.
• Uphold company standards for service excellence and client satisfaction.
• Support both refinance and purchase transactions.
• Coordinate communication among loan officers, processors, borrowers, attorneys, vendors, and realtors.
• Assist with document review and processing to ensure accuracy and completeness.
• Contribute to smooth file progression from opening through closing.

Skills

Communication skills

Detail oriented

Multitasking

Independent work

Problem solving

Title procedures knowledge

Fast-paced environment

Education

High School diploma or equivalent

Tools

ResWare

Microsoft Word

Outlook

Excel

Job description

Newrez is hiring a Premier Support Specialist to provide daily operational and customer support within the Premier Services Team. This role handles refinance and purchase transactions and acts as a key contact for loan officers, processors, borrowers, attorneys, vendors, and realtors throughout the file lifecycle.

Responsibilities include answering inbound calls, routing inquiries, processing title work, and ensuring compliance with SLAs while delivering superior customer service and clear