Title Support Specialist - Customer Service

Job Description

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 Title Support Specialist - Customer Service is responsible for supporting daily operational and customer service functions within the title department. This role processes incoming mail and documents, manages system queues and shared inboxes, and responds to client inquiries to ensure timely and accurate service delivery.

DESCRIPTION

Mail & Document Processing

• Process incoming mail, FedEx deliveries, and original documents.
• Distribute and route documents appropriately to ensure timely handling.
• Maintain accurate tracking of received and processed documents.

Queue & System Monitoring

• Monitor Customer Service queues in ResWare and assigned Outlook inboxes.
• Assist with processing bringdowns, loan amount and loan number changes, address and property type revisions, tax updates and revisions, and other assigned requests.
• Provide title processing backup support as needed.

Customer Service & Communication

• Respond to inquiries via phone, email, and in-person in a timely and professional manner.
• Route inbound calls to the appropriate department or team member.
• Provide status updates regarding title clearance, document revisions, and related matters.
• Maintain detailed and accurate records of client interactions and communications.
• Handle customer complaints or concerns professionally and escalate when necessary.
• Ensure client satisfaction while upholding company service standards.

Qualifications and Education Requirements

• High School diploma or equivalent required.
• 1+ year of relevant industry experience preferred.
• Experience with ResWare preferred.

Skills, Abilities, and Knowledge

• Excellent oral and written communication skills, including ability to effectively communicate with internal staff and external customers via phone and email.
• Strong attention to detail.
• Ability to work under pressure and meet deadlines while maintaining a positive attitude and delivering exemplary customer service.
• Ability to work independently and complete assignments within prescribed routines and standard accepted practices.
• Proficiency in Microsoft Word, Outlook, and Excel.
• Understanding of title procedures and customer service best practices.

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 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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