Customer Care Fraud Prevention Investigator

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 Customer Care Fraud Prevention Investigator is responsible for supporting all Newrez servicing departments by being a point of contact for fraud prevention on all HELOC loans.

This position is designed to help prevention of fraud, thereby mitigating risk and exposure to the company while improving the overall customer experience. The Customer Care Fraud Prevention Investigator will collaborate with department leaders across the entire Servicing division to investigate and resolve consumer issues efficiently. Responsibilities include HELOC check validation with borrowers, providing regular status updates on open or potential fraud cases, and ultimately resolving consumer concerns. They will collaborate closely with the Fraud Investigative Unit, Special Loans, and Compliance.

The goal of the Customer Care Fraud Prevention Investigator is to prevent further escalations and reduce additional consumer complaints by serving as a dedicated point of contact, providing reassurance, and maintaining open communication until a resolution is reached. This role requires exceptional customer service and communication skills, with a strong focus on problem-solving and customer satisfaction.

DESCRIPTION

Duties and Responsibilities

• Be the central point of contact for call center Supervisors and Managers for escalations resolution for a designated department within the Servicing organization.
• Investigates consumer accounts and determines next steps toward resolution. This requires familiarity with payment/transaction summaries, loan origination documents, credit reports, Socure identification validation platform, and other mortgage-related information.
• Coordinates with other department leaders across all servicing divisions to facilitate resolution of consumer issues pertaining to fraud detection and prevention.
• Communicates final resolution details to consumers and confirms satisfaction.
• Maintains and updates fraud tracking reporting with detailed records of complaints and resolutions for tracking and reporting purposes.
• Handle escalated issues from Call Center escalated customers, ensuring prompt and effective resolution to provide immediate resolution to complex issues.
• Investigate complex issues, analyze root causes, and collaborate with internal departments (e.g., Fraud Investigative Unit, Legal, Compliance, Special Loans) to drive solutions.
• Document case details and track resolutions in Servicing Director, ensuring compliance with company policies and regulatory requirements.
• Advocate for process improvements/changes by identifying trends in escalations or potential fraud findings, and recommending changes to improve the customer experience.
• Assist call center staff handling HELOC loans via chat, phone, or email with resolving fraud related concerns or HELOC processes in general.
• Performs related duties as assigned by management.

Qualifications and Education Requirements

• High School Diploma or equivalent required.
• Bachelor’s degree preferred.
• 5-7 years escalations experience.
• 5-7 years Customer Service experience.
• 1-2 years Fraud Prevention experience preferred but not required.

Skills, Abilities, and Knowledge

• Exceptional customer service and verbal/phone/written communication skills are essential.
• Strong knowledge of mortgage and consumer finance processes is a plus.
• Intermediate proficiency in MS Word, MS Excel, Outlook, Microsoft Teams, Tableau, and Smartsheets.
• Familiarity with ILS systems is preferred.
• Strong work ethic, high productivity, and acute attention to detail.
• Ability to quickly learn and adapt to new tasks and responsibilities.
• Excellent follow-up skills and accountability.
• Superior organizational skills.
• Ability to multitask and adjust 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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