Premier Support Specialist (On-site)

Newrez LLC; Langhorne (Bucks County); On-site; USD 42,000 - 60,000; Full time

Job summary

Newrez LLC is seeking a Premier Support Specialist to provide direct operational and customer support to the Premier Services Team in our Langhorne area office. You will assist both refinance and purchase transactions, serving as a primary contact for loan officers, processors, borrowers, attorneys, vendors, and realtors throughout the file lifecycle.

You will ensure top-tier service while adhering to client requirements and SLAs, handling queues, routing inquiries, processing title work, and

Qualifications

• High School diploma or equivalent required.
• 1+ year 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

• 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

Detail oriented

Organizational skills

Independent worker

Education

High School diploma or equivalent

Tools

ResWare

Microsoft Word

Outlook

Excel

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.

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 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 elevate 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 reals.
• 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:

We offer