Premier Support Specialist (On-site)

NewRez LLC; Coppell (TX); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Medical insurance

Retirement plan

Parental leave

Tuition reimbursement

Employee mortgage loan

Volunteer time off

Job summary

Newrez LLC is seeking a Premier Support Specialist to facilitate daily agency functions and provide direct operational and customer support to the Premier Services Team. This role supports refinance and purchase transactions and serves as a primary contact for loan officers, borrowers, attorneys, vendors, and realtors throughout each file.

The Premier Support Specialist ensures superior customer service while maintaining compliance with client requirements and internal SLAs.

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 Microsoft Word, Outlook, and Excel.

Responsibilities

• Answer inbound calls and direct inquiries.
• Route and respond to items according to workflow matrices.
• Process incoming title work and contract changes.
• Maintain clear communication with stakeholders to ensure customer experience.
• Support refinance and purchase transactions and assist with document processing.
• Contribute to file progression from opening to closing.

Skills

Communication

Customer service

Attention to detail

Multitasking

Education

High School diploma or equivalent

Tools

ResWare

Microsoft Word

Outlook

Excel

Job description

POSITION SUMMARY

The Premier Support Specialist facilitates daily agency functions by providing direct operational and customer support to the Premier Services Team. This role supports both refinance and purchase transactions and serves as a key point of contact for loan officers, loan processors, borrowers, attorneys, vendors, and realtors throughout the lifecycle of each file.

The Premier Support Specialist ensures superior customer service while maintaining compliance with client requirements and internal service level agreements (SLAs).

Responsibilities

Responsibilities include answering inbound calls, routing inquiries, processing incoming title work and contracts, monitoring Premier ResWare queues and Outlook mailboxes, and maintaining clear communication with internal and external stakeholders to ensure an exceptional customer experience.

DESCRIPTION - File & Queue Management

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.

Customer Service & Communication

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 escalte when necessary.

Uphold company standards for service excellence and client satisfaction.

Transaction Support

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.

Qualifications and Education Requirements

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 Microsoft Word, Outlook, and Excel.

Skills, Abilities, and Knowledge

Excellent oral and written communication skills.

Strong attention to detail and organizational skills.

Ability to work under pressure and meet deadlines while maintaining professionalism.

Ability to work independently and complete assignments within prescribed procedures.

Strong problem-solving skills.

General understanding of title procedures and real estate transactions.

Ability to manage multiple tasks in a fast-paced environment.

Work Environment and Physical Requirements

Working on-site at assigned office location.

Regular and punctual attendance adhering to schedule established by leadership.

Sedentary work in a stationary position at a cubicle for prolonged periods of time.

Constant repetitive motions required for operating a computer, such as typing and managing phone calls.

Constantly communicating effectively verbally in English, including accurately exchanging information with others following identification of correct procedures.

Light lifting and carrying (up to 20-25 lbs.).

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: Through Newrez NOW, our Corporate Social Responsibility program, you’ll have opportunities to give back, lead, and make a difference.


• 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

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.

In both good economic times and bad, people need homes - and mortgages to buy them.

We help these people every day buy homes or refinance their current mortgage loans. In addition to offering an in-demand product, there are two things you should know about us: We value and reward entrepreneurial spirit, and we are growing. Few lenders are as innovative, as financially solid, as well managed and on track to become America’s leading lender as the Newrez Family of Companies. We deliver products and services that turn prospects into delighted customers —providing abundant opportunity for the great people who work here. These competitive advantages set us apart, and they’re why you can grow with us for the long term.