Verbal Complaints Specialist II

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.

Primary Function

The Verbal Complaint Specialist II is responsible for supporting the Performing Loan Servicing division and Executive Complaints by investigating and responding to consumer complaints that are received by the Inbound Customer Service Center, allowing other areas of the division to focus on "live" Customer Service efforts and call volume. Verbal Complaints may be related to issues with payments, Escrow (taxes and insurance), our Website, Late Charges, Collections, Credit Reporting, etc. (all aspects of Performing Loan Servicing). This position is designed to resolve consumer complaints quickly before they escalate to a written or Regulatory complaint, to prevent more risk and exposure to the company, and improve the overall customer experience.

The Verbal Complaint Specialist II will work with various department leaders within the Performing division, to investigate and get issues resolved for the consumer. They will also be responsible for the outreach and further communication to consumers, after the complaint is received. They will be required to acknowledge the complaint, provide follow ups or status updates when needed, and eventually provide final resolution for the consumer over the phone. The goal of the Verbal Complaint Specialist II is to prevent additional phone calls and additional complaints from the consumer, by providing them with a point of contact, reassurance, and continuous communication until a resolution is reached. This position will require excellent customer service and verbal communication skills, and the ideal candidate is someone who takes pride in problem solving and customer satisfaction.

Principal Duties

• Assist with executive complaints from upper management.
• Assist with training new hires.
• Make outbound calls to consumers within 24 hours of receiving a verbal complaint, to acknowledge the complaint and provide a point of contact until resolution.
• Make outbound calls to consumers every 3 days to provide status updates on their complaint, or an ETA, until a resolution is reached.
• Research the consumer's loan to determine the problem and next steps toward resolution. This will require some experience with reading and understanding payment/transaction summaries, escrow analyses, insurance documents, loan origination documents, credit reports, tax lines, etc.
• Follow up with other department leaders on tasks that their department needs to complete before a resolution can be reached for the consumer (getting a payment posted correctly, having an escrow analysis completed, getting their Homeowners insurance or property taxes paid, removing a late notation from a credit report, etc.).
• Make outbound calls to consumers when a resolution is reached, to discuss the resolution and confirm satisfaction with the consumer.
• Assist the Regulatory Complaint team by making outbound calls to acknowledge that we received the consumer's complaint from an agency, and then make a final call to the consumer to discuss the resolution prior to the team submitting their written response to the agency.
• Updating and maintaining the database for verbal complaints, with details of the complaints and resolutions, for tracking and reporting purposes.
• Assist with inbound Customer Service calls when needed.
• Performs related duties as assigned by supervisor.

Education and Experience Requirements

• High School Diploma or equivalent required.
• 2-4 years' experience.
• Familiarity with lending-related terminology and processes, preferred.

Knowledge, Skill, and Ability Requirements

• Superior Customer Service and verbal/phone communication skills is a must
• Well-rounded knowledge of Mortgage and Consumer finance a plus
• Intermediate knowledge of MS Word, MS Excel, Outlook, and MS Access needed
• Familiarity with ILS systems needed
• Excellent work ethic, high productivity, and acute attention to detail needed
• Must possess a short learning curve related to assimilation of new skills and tasks
• Follow up skills and a strong sense of accountability are a must
• Superior organizational skills needed
• Ability to multi-task as well as quickly adapt to changing work assignments

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 benefits, programs, and perks that support you in every aspect of your life.

• 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


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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