Specialty Customer Care Consultant

NewRez LLC; Tempe (AZ); On-site; USD 42,000 - 68,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Health Savings Account with employer贡献

401(k) Retirement plan with employer 匹

Paid Maternity Leave/Parental Bonding/

Adoption Assistance

Tuition & Certification reimbursement

Employee Mortgage Loan Program

Newrez Employee Emergency and Disaster

Job summary

Newrez is seeking a Specialty Customer Care Consultant to deliver exceptional service in a fast-paced call center, handling HELOC loan inquiries and Recast requests, including fraud prevention and identity verification. You will work as SME, train on procedures, assist with payments and payoffs, and collaborate with Loan Servicing to begin recast processes.

Must have high school diploma; mortgage servicing experience preferred.

Qualifications

• High-school diploma or equivalent is required.
• Bachelor’s degree is preferred.
• 1+ year mortgage servicing experience or HELOC/fraud experience is a plus.

Responsibilities

• Handles inbound Customer Service calls, primarily assisting with HELOC loans and Recasts and other website/identity verification questions.
• Demonstrates positivity, courtesy, and helpfulness when dealing with homeowners.
• Processes mortgage payments or resolves delinquencies within guidelines.
• Fraud detection and prevention for HELOC borrowers.

Skills

Verbal communication

Written communication

Interpersonal skills

Negotiation skills

Analytical skills

Time management

Project management

Microsoft Office

Learning agility

Fraud prevention knowledge

Education

High-school diploma or equivalent

Bachelor’s degree, preferred

Tools

Socure

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 Specialty Customer Care Consultant is responsible for providing excellent customer service in a fast-paced call center. The Specialty Customer Care Consultant will handle inbound customer service-related calls as well as daily outbound calls. They will be primarily responsible for handling our special loan products for HELOC loans and Recast requests. This dedicated staff is highly skilled and trained in handling fraud prevention and solutions, identity verification via Socure, check validations, website troubleshooting, draw requests, explaining payment calculations, as well as collecting payments and providing paydown or payoff assistance. This role will also be a Subject Matter Expert (SME) and handle internal transfers from Customer Service and Collections on Recast requests from homeowners. They will advise of proper steps/procedures, determine eligibility, collect principle curtailments and fees if eligible, and work with loan servicing to begin the process. Our Specialty Customer Care team is the face of our organization, and we are interested in hiring individuals that are fully committed to providing exceptional customer service.

DESCRIPTION

• Handles inbound Customer Service calls, primarily assisting with HELOC loans and requests for Recasts as well as an assortment of questions from website assistance, identity verification, detecting and preventing fraud, check validations, processing payoffs/paydowns.
• Demonstrates positivity, courtesy, and helpfulness when dealing with every homeowner.
• Processes homeowners’ mortgage payments or resolves any delinquency within department guidelines.
• Fraud detection and prevention for all HELOC borrowers.
• Serves as a SME and assists with Help Line calls to the dedicated HELOC and Recast skills.
• Determines eligibility for homeowners requesting Recast of their mortgage, begin the process, and help resolve any issues that may arise.
• Takes part in continuous training in company policies/procedures and industry regulations.
• Consistently represents the company in a positive and professional manner.
• Cross-trained on additional organizational functions, such as Loan Servicing and Special Loans work items.
• Ability to effectively and accurately convey information to others.
• Performs related duties as assigned by management.

Qualifications and Education Requirements

High-school diploma or equivalent, required. Bachelor’s degree, preferred. 2-4 years’ mortgage servicing experience. 1+ year of experience working with HELOC loan products or fraud prevention (preferred but not required).

Skills, Abilities, and Knowledge

• Strong verbal communication skills; strong writing and composition abilities.
• Strong interpersonal skills with the ability to develop and maintain effective and professional relationships across the organization and with customers.
• Strong influencing and negotiation skills; consultative and collaborative work style.
• High learning agility with the ability to learn and integrate business variables and learn new systems and platforms.
• Strong analytical skills & problem‑solving abilities; solid decision‑making abilities coupled with sound judgment.
• Effective at managing multiple priorities under tight deadlines in a fast‑paced, dynamic environment.
• Strong project management and time management capability.
• Self‑directed and comfortable working with ambiguity and uncertainty.
• High degree of professional maturity, integrity, ability to maintain confidential data and information.
• High degree of business acumen; strong technical aptitude.
• Strong Microsoft Office skills.
• High degree of business acumen; strong technical aptitude.
• Strong Microsoft Office skills.

Work Environment and Physical Requirements

Working on‑site at assigned office location. Regular and punctual attendance adhering to schedule established by leadership. Flexibility to work occasional adjusted work schedules, overtime, and evening and/or weekend hours to meet deadlines or as business needs demand. Working in a cubicle hub, maintaining focus on phone calls in a noisy environment within earshot of multiple other conversations. 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. 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 2020Li>
• 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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The right company in the right industry. In both good economic times and bad, people need homes - and mortgages to buy them.

Additional Information

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 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.