Verbal Complaint Specialist

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.

The Verbal Complaint Specialist is responsible for supporting the Compliance Division by investigating and responding to these time sensitive mortgage servicing situations. The Verbal Complaint Specialist III works with various operational partners to investigate and resolve issues for the consumer. They are responsible for inbound or outbound communication with consumers regarding their complaint status. The job will require continuous learning and keeping up to date with applicable regulations such as the Real Estate Settlement Procedures Act ("RESPA"), Truth-in Lending Act ("TILA") the Fair Credit Reporting Act ("FCRA"), and applicable guidance from the Consumer Financial Protection Bureau ("CFPB").

• Take inbound calls and/or make outbound calls to homeowners within prescribed Service Level Agreements (SLAs).
• Research loan history, documentation and applicable policies and procedures to determine if the appropriate steps were followed by the operational teams.
• Research potential issues to identify root causes and be able to execute a plan of action for resolution.
• Communicate with operational business partners to discuss loan level details, when necessary.
• Ensure the necessary actions/corrections are made to the accounts, to resolve disputes and complaints.
• Updating and maintaining the database for verbal complaints, with details of the complaints and resolutions, for tracking and reporting purposes.
• Review written and verbal escalation responses from other writers and verbal specialist to ensure accuracy of information, the response addresses the complaint contents, and the information provided is clear and understandable.
• Performs related duties as assigned by management.

• High school diploma or equivalent, required and,
• 5+ years Mortgage Servicing or Origination experience.

• Bachelor’s degree with a concentration in English or similar field and,
• 2+ years Mortgage Servicing or Origination experience.

• Superior customer service, verbal/phone and written communication skills are required.
• Excellent written communication skills are required, including proper grammar, spelling, punctuation, and sentence structure.
• Intermediate knowledge of MS Word, MS Excel, and MS Outlook required.
• Excellent work ethic, high productivity, and acute attention to detail needed.
• Excellent research skills required.
• Must possess a short learning curve related to assimilation of new skills and tasks.
• Follow up skills and an intense sense of accountability are a must.
• Superior organizational skills needed.
• Ability to multi-task as well as quickly adapt to changing work assignments.

• 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.

While…