De-Escalations Manager; On-site

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 De-Escalations Manager is responsible for managing homeowner escalations and ensuring customer satisfaction. They must be able to quickly assess customer issues, identify the root cause, and develop solutions to resolve the issue. They must also be able to communicate effectively with customers, other departments, and senior management, all while serving as the central contact for homeowner issues and consistently turning escalated interactions into positive customer experiences through exceptional customer service.

This position involves analyzing customer feedback, identifying trends and implementing strategies to improve the customer service processes and minimize futures escalations.

• Handles second level calls from homeowners requesting to speak to management.
• Research customer complaints to determine root cause of issue and provides responses in a timely manner.
• Serves as point of contact through issue/complaint resolution.
• Represents companies’ best interest by adhering to organizational procedures while balancing with providing industry best customer experience.
• Provides feedback to departmental leaders on customer facing issues, concerns, trends, coaching opportunities for teams, and statuses of escalations.
• Handles first level contact for repeat callers to determine source of continued interactions and develops action plan to mitigate and eliminate.
• Performs related duties as assigned by management.

• 5 years of industry experience.
• 6+ years of inbound and/or outbound customer experience.

• Strong verbal communication skills; strong writing and composition abilities.
• Customer focused with ability to demonstrate empathy towards homeowners concerns, provide clear/concise information, and successfully turn escalated situations into positive, resolution-driven customer experiences.
• Strong interpersonal skills with the ability to develop and maintain effective relationships across the organization.
• Strong influencing and negotiation skills; consultative and collaborative work style.
• High learning agility with the ability to learn and integrate business variables and learn new systems and platforms.
• Strong analytical skills & problem-solving abilities; solid decision-making abilities coupled with sound judgment.
• Effective at managing multiple priorities under tight deadlines in a fast-paced, dynamic environment.
• Self-directed and comfortable working with ambiguity and uncertainty.
• High degree of professional maturity, integrity, ability to maintain confidential data and information.
• High degree of business acumen; strong technical aptitude.
• Strong Microsoft Office skills.

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