Specialty Customer Care Consultant

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 Specialty Customer Care Consultant is responsible for providing excellent customer service in a fast-paced call center. The Specialty Customer Care Consultant will handle inbound customer service-related calls as well as daily outbound calls. They will be primarily responsible for handling our special loan products for HELOC loans and Recast requests. This dedicated staff is highly skilled and trained in handling fraud prevention and solutions, identity verification via Socure, check validations, website troubleshooting, draw requests, explaining payment calculations, as well as collecting payments and providing paydown or payoff assistance.

This role will also be a Subject Matter Expert (SME) and handle internal transfers from Customer Service and Collections on Recast requests from homeowners. They will advise of proper steps/procedures, determine eligibility, collect principle curtailments and fees if eligible, and work with loan servicing to begin the process. Our Specialty Customer Care team is the face of our organization, and we are interested in hiring individuals that are fully committed to providing exceptional customer service.

• Handles inbound Customer Service calls, primarily assisting with HELOC loans and requests for Recasts as well as an assortment of questions from website assistance, identity verification, detecting and preventing fraud, check validations, processing payoffs/paydowns.
• Demonstrates positivity, courtesy, and helpfulness when dealing with every homeowner.
• Processes homeowners’ mortgage payments or resolves any delinquency within department guidelines.
• Fraud detection and prevention for all HELOC borrowers.
• Serves as a SME and assists with Help Line calls to the dedicated HELOC and Recast skills.
• Determines eligibility for homeowners requesting Recast of their mortgage, begin the process, and help resolve any issues that may arise.
• Takes part in continuous training in company policies/procedures and industry regulations.
• Consistently represents the company in a positive and professional manner.
• Cross-trained on additional organizational functions, such as Loan Servicing and Special Loans work items
• Ability to effectively and accurately convey information to others.
• Performs related duties as assigned by management.

• High-school diploma or equivalent, required.
• Bachelor’s degree, preferred.
• 2-4 years’ mortgage servicing experience.
• 1+ year of experience working with HELOC loan products or fraud prevention (preferred but not required).

• Strong verbal communication skills; strong writing and composition abilities.
• Strong interpersonal skills…