Loan Advisor

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.

The Home Loan Advisor is a hybrid mix of Sales and Customer Service, working with a large selection of benefit‑identified customers via our Customer Service queues. As a fully trained professional, the Home Loan Advisor offers a wide range of refinance products to Newrez and Shellpoint serviced customers without transferring them to another department. The role requires completing a 20‑hour course, passing the SAFE exam, and originating mortgage products through leads and centralized telemarketing channels, maintaining loan production at or above minimum volume and quality targets.

• Demonstrate positivity, courtesy, and helpfulness when dealing with homeowners.
• Use manual and automated calling strategies to locate past‑due homeowners, contact them, identify issues, and set up customized payment strategies.
• Develop workable payment solutions that satisfy clients, investors, and the company.
• Handle inbound Customer Service calls, assist with website assistance, escrow, and processing payoffs.
• Process homeowners’ mortgage payments and convert inbound servicing calls by offering refinance products to eligible customers.
• Achieve company performance goals and servicing department KPIs, and meet minimum submission to processing (STP) volume goals.
• Enter all borrower information into the 1003 (LOS).
• Review and understand AUS findings, ensuring supporting borrower documentation matches the information on the 1003.
• Provide guidance to borrowers on loan processing flow.
• Ensure federal and state compliance expectations are met, including LE documentation signed at application time or mailed within three days of application interview.
• Lock loan in H2O, ensuring the lock meets the offered rate and covers the estimated closing date.
• Maintain professional conduct with all customers.

• High school diploma or equivalent required.
• Minimum six months of mortgage servicing experience.
• Must pass a federal background check.
• Must pass the SAFE exam and meet all licensing requirements.
• Bachelor’s degree preferred.

• Excellent communication skills and ability to work with a diverse team.
• High‑level interpersonal and persuasion skills.
• Ability to overcome objections, multi‑task, and negotiate effectively.
• Outstanding telephone communication skills.
• Ability to maintain professional conduct with people of any mood or personality type.
• Excellent reasoning and research skills; ability to see the “big picture” and manage details.
• Ability to safeguard confidential customer and company information.
• Solid work ethic, high integrity, positive attitude, and strong attention to detail.
• Follow instructions but work with minimal direct supervision.
• Excellent keyboard skills and proficiency with Microsoft Windows‑based computers and Microsoft Office (Word, Excel, Outlook, etc.).
• Sales experience is a plus.

While this description is intended to be an accurate reflection of the position’s requirements, it does not imply or state that these are the only responsibilities. Management reserves the right to modify, add, or remove duties and request other duties as necessary.

• Medical, dental, and vision insurance
• Health Savings Account with employer contribution
• 401(k) retirement plan with employer match
• Paid maternity, parental bonding, caregiver leave, and adoption assistance
• Tuition and certification reimbursement
• Employee mortgage loan program
• Employee emergency and disaster fund
• Corporate social responsibility program (Newrez NOW) with volunteer time off and matching gifts up to $1,000

We’re proud to be an equal‑opportunity employer and celebrate our employees’ differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and veteran status.