Senior Homeowner Escalations Lead & Resolution

Newrez LLC - Servicing; South Carolina; On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) retirement plan with employer-m

Paid Maternity Leave/Parental Bonding/

Tuition & Certification reimbursement

Employee Mortgage Loan Program

Job summary

Newrez is seeking a De-Escalations Manager to lead homeowner escalations and drive customer satisfaction. You will assess issues, identify root causes, and implement solutions while coordinating with many departments and senior leadership.

The role focuses on preventing future escalations through process improvements and exceptional service. Ideal candidates have extensive customer service experience, strong communication skills, and the ability to analyze feedback trends to improve service

Qualifications

• 5 years of industry experience.
• 6+ years of inbound and/or outbound customer experience.

Responsibilities

• Handles second level calls from homeowners requesting to speak to management.
• Research customer complaints to determine root cause of issue and provide responses in a timely manner.
• Serves as point of contact through issue/complaint resolution.
• Represents company’s best interest by adhering to procedures while balancing with customer experience.

Skills

Verbal communication

Written communication

Interpersonal skills

Negotiation

Analytical thinking

Problem-solving

Time management

Discretion/privacy

Tools

Microsoft Office

Job description

Newrez is seeking a De-Escalations Manager to lead homeowner escalations and drive customer satisfaction. You will assess issues, identify root causes, and implement solutions while coordinating with many departments and senior leadership.

The role focuses on preventing future escalations through process improvements and exceptional service. Ideal candidates have extensive customer service experience, strong communication skills, and the ability to analyze feedback trends to improve service