Lending Support Operations Specialist III (On-site)

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 Lending Support Operations Specialist III is responsible for providing premium service by supporting Originations with Servicing inquiries. The Lending Support Operations Specialist III handle concerns and answers questions received from all Origination channels – Retail, Correspondent, Wholesale, Direct to Consumer (DTC), and Joint Venture (JV). Additionally, the Lending Support Operations Specialist III is expected to deliver best-in-class support, with an emphasis on high-touch service, for all incoming inquiries. While on a call, the Lending Support Operations Specialist III is expected to analyze requests, resolve, and answer inquiries related to mortgage loans, and route complaints to the appropriate department.

DESCRIPTION

Essential Functions, Duties, and Responsibilities

• Exceptional customer service responsibilities in a fast-paced environment, where multi-tasking is key to ongoing success.
• Manages telephone calls and emails professionally and efficiently.
• Interacts with internal business partners in a multi-channel environment providing best-in-class concierge standards, creating an unparalleled culture and customer experience.
• Ability to troubleshoot complex escrow issues and determine appropriate resolution by utilizing department resources and providing information to Origination partners.
• Reviews payments of escrow related invoices, including researching and problem-solving related to such disbursements.
• Serves as single point of contact for Originations on tax and insurance inquiries related to escrowed loans.
• Performs data entry associated maintaining accurate and current loan information.
• Completes setting up/canceling Automated Clearing House (ACH's).
• Assists with generating netted payoff requests.
• Responsible for adding and removing escrow disbursement stops.
• Processes VOM requests timely and accurately.
• Completes manual processes check requests, opening tickets, etc.
• Be proficient in de-escalations and handle escalated calls.
• Supports and resolves all employee loan inquiries.
• Routes document defects to the appropriate department.
• Reviews and resolves executive escalations.
• Identifies and logs root cause errors to minimize incidents from reoccurring.
• Collects data and logs information on identified issues to assist in the resolution of process gaps.
• Forward Servicing inquiries and complaints received by Originations to the appropriate department.
• 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.
• 5+ years' customer support in a call-center environment.
• Escrow experience preferred.
• Experience in a lending environment preferred.
• Experience with Mortgage Servicing Platform (MSP), Servicing Director, Ring Central or similar systems is desired.
• Experience handling escalated situations desired.

Skills, Abilities, and Knowledge

• Excellent verbal and written communication skills.
• Current, working knowledge of the Microsoft Office suite, including Word, Excel, Access, and PowerPoint.
• Ability to accurately type an average of approximately 40 words per minute.
• Available to work overtime as requested and required by business need and communicated by your manager.
• Expert skills in Microsoft Excel, including the ability to utilize the following functions: V-Lookup, H-Lookup, Conditional Formatting, and Pivot Tables is highly preferred.
• Fluency in a foreign language is a plus.

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 :

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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