Customer Care Fraud Prevention Investigator

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 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.

• 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.

• 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.

• 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…