Premier Support Specialist; 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.

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 Premier Support Specialist facilitates daily agency functions by providing direct operational and customer support to the Premier Services Team. This role supports both refinance and purchase transactions and serves as a key point of contact for loan officers, loan processors, borrowers, attorneys, vendors, and realtors throughout the lifecycle of each file. The Premier Support Specialist ensures superior customer service while maintaining compliance with client requirements and internal service level agreements (SLAs).

Responsibilities include answering inbound calls, routing inquiries, processing incoming title work and contracts, monitoring Premier Res Ware queues and Outlook mailboxes, and maintaining clear communication with internal and external stakeholders to ensure an exceptional customer experience.

• Monitor Premier Services queues in Res Ware and Outlook email inboxes.
• Route and respond to items according to internal workflow matrices and service standards.
• Process incoming title work, bring downs, loan amount and loan number changes, address updates, property type revisions, tax updates, and related requests.
• Ensure timely handling of assigned tasks in accordance with internal SLAs.

• Answer inbound phone calls and direct inquiries to the appropriate team member.
• Respond to client and stakeholder inquiries via phone and email in a timely and professional manner.
• Provide status updates regarding title clearance and document revisions.
• Maintain detailed and accurate records of customer interactions.
• Handle complaints or concerns professionally and elevate when necessary.
• Uphold company standards for service excellence and client satisfaction.

• Support both refinance and purchase transactions.
• Coordinate communication among loan officers, processors, borrowers, attorneys, vendors, and realtors.
• Assist with document review and processing to ensure accuracy and completeness.
• Contribute to smooth file progression from opening through closing.

• High School diploma or equivalent required.
• 1+ year of title processing or relevant industry experience preferred.
• 1+ year of customer service experience preferred.
• Experience with Res Ware preferred.
• Proficiency in Microsoft Word, Outlook, and Excel.

• Excellent oral and written communication skills.
• Strong attention to detail and organizational skills.
• Ability to work under pressure and meet deadlines while maintaining professionalism.
• Ability to work independently and complete assignments within prescribed procedures.
• Strong problem-solving skills.
• General understanding of title procedures and real estate…