Customer Service Advocate

Who We Are

At Newrez, we bring big thinkers and caring doers together to make home happen. Were 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 thats 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 Team Lead - Homeowner Advocacy is a highly experienced specialist with a proven track record in managing homeowner-related issues. As an exceptional performer who has achieved proficiency across all levels of handling homeowner complaints and escalations, this professional is poised to take on additional responsibilities to support both team members and their supervisor. Whether currently serving as a written, verbal, credit reporting, or special loans specialist, the Team Lead for Homeowner Advocacy remains dedicated to efficiently managing their primary workload of resolving routine tasks.

However, this individual is also equipped to embrace supplementary responsibilities. These may include contributing to the training of new team members, addressing inquiries from colleagues, assuming responsibility for escalated issues, and collaborating on special projects. The ideal candidate has attained mastery in various subject matters and is adept at navigating more complex complaints. Furthermore, they exhibit a collaborative team spirit and a genuine willingness to assist others. This individual is ready to embark on the next phase of their career journey, potentially transitioning into a management role.

Principal Duties

• Facilitate the training of new hires and temporary staff, ensuring a smooth onboarding process.
• Identify and assess gaps in policies and procedures within the Homeowner Advocacy Department, providing valuable input for enhancement.
• Coach team members on effective prioritization and timely completion of tasks in accordance with regulatory deadlines.
• Assist in the reallocation of work to maintain balance and address changes in workload distribution.
• Cultivate positive relationships with department leaders, effectively escalating and resolving issues on behalf of team members.
• Proactively schedule and participate in meetings with other departments to address process issues and challenges collaboratively.
• Review letters for accuracy and compliance, offering guidance to newer associates and temporary staff, and crafting responses to Attorneys.
• Collaborate with management to monitor Homeowner Advocacy Specialists' performance, evaluating worklist management, allocation, quality, job knowledge, and attendance.
• Serve as a resource for staff members, addressing questions related to policies, procedures, worklists, and quality standards.
• Provide support to management in handling special projects as needed.
• Conduct continuous assessments to identify areas for improvement, developing plans and evaluation criteria to drive ongoing enhancement.
• Keep supervisors informed of problems or issues, monitoring worklist volume and production to ensure optimal efficiency.
• Effectively communicate with internal and external stakeholders to resolve verbal or written concerns raised by homeowners.
• Serves as a subject matter expert in the Homeowner Advocacy Department.
• Perform additional duties as assigned by the supervisor, demonstrating flexibility and adaptability in fulfilling responsibilities.

Education and Experience Requirements

• High school diploma or equivalent.
• 6+ years Mortgage Servicing experience.
• Experience in Regulatory Affairs and/or Quality Assurance in mortgage servicing, previous complaint handling experience strongly preferred.
• Experience in late-stage mortgage collections, including handling modifications, short sales, and Deeds in Lieu of Foreclosure is a plus.
• At least 2 years demonstrated quality (no less than 95% quality scores) and productivity performance (no less than 12 resolutions per day average), in the Homeowner Advocacy Department.

Knowledge, Skill, and Ability Requirements

• Effective Time Management: Demonstrated ability to manage time exceptionally well, efficiently handling multiple tasks simultaneously.
• Interpersonal Skills and Team Mentality: Possess strong interpersonal skills, fostering positive team dynamics and collaboration.
• Written Communication Proficiency: Exhibit excellent written communication skills, including a keen attention to grammar, spelling, punctuation, and sentence structure.
• Commitment to Excellence: Proven track record of maintaining an excellent work ethic, consistently meeting deadlines, and delivering high-quality results.
• Follow-up and Accountability: Strong follow-up skills combined with a sense of accountability, ensuring that tasks are completed thoroughly and on time.
• Superior Organizational Skills: Exceptional organizational skills, enabling efficient task prioritization and systematic workflow management.
• Adaptability and Multitasking: Demonstrated ability to adapt quickly to changing work assignments, coupled with effective multitasking capabilities.

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 positions 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 Okta Verify and Microsoft Authenticator. Employment will be contingent on this requirement.

Employees and applicants acknowledge that this is not a remote role. Individuals in this role are required to be on-site to complete essential job duties, absent extenuating circumstances.

Additional Information:

While this description is intended to be an accurate reflection of the positions 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

Were 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, youll 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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