Verbal Complaint Specialist

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.

POSITION SUMMARY:

The Verbal Complaint Specialist is responsible for supporting the Compliance Division by investigating and responding to these time sensitive mortgage servicing situations. The Verbal Complaint Specialist works with various operational partners to investigate and resolve issues for the consumer. They are responsible for inbound or outbound communication with consumers regarding their complaint status.

The job will require continuous learning and keeping up to date with applicable regulations such as the Real Estate Settlement Procedures Act (“RESPA”), Truth-in Lending Act (“TILA”) the Fair Credit Reporting Act (“FCRA”), and applicable guidance from the Consumer Financial Protection Bureau (“CFPB”).

DESCRIPTION:

Duties and Responsibilities

Take inbound calls and/or make outbound calls to homeowners within prescribed Service Level Agreements (SLAs).

Research loan history, documentation and applicable policies and procedures to determine if the appropriate steps were followed by the operational teams.

Research potential issues to identify root causes and be able to execute a plan of action for resolution.

Communicate with operational business partners to discuss loan level details, when necessary.

Ensure the necessary actions/corrections are made to the accounts, to resolve disputes and complaints.

Updating and maintaining the database for verbal complaints, with details of the complaints and resolutions, for tracking and reporting purposes.

Review written and verbal escalation responses from other writers and verbal specialist to ensure accuracy of information, the response addresses the complaint contents, and the information provided is clear and understandable.

Performs related duties as assigned by management.

Qualifications and Education Requirements:

• Highschool diploma or equivalent, required and, 5+ years Mortgage Servicing or Origination experience.
• OR
• Bachelor’s degree with a concentration in English or similar field and, 2+ years Mortgage Servicing or Origination experience.
• Skills, Abilities, and Knowledge: Superior customer service, verbal/phone and written communication skills are required.
• Excellent written communication skills are required, including proper grammar, spelling, punctuation, and sentence structure.
• Intermediate knowledge of MS Word, MS Excel, and MS Outlook required.
• Excellent work ethic, high productivity, and acute attention to detail needed.
• Excellent research skills required.
• Must possess a short learning curve related to assimilation of new skills and tasks.
• Follow up skills and an intense sense of accountability are a must.
• Superior organizational skills needed.
• Ability to multi-task as well as quickly adapt to changing work assignments.
• Work Environment and Physical Requirements: Working on-site at assigned office location.
• Regular and punctual attendance adhering to schedule established by leadership.
• Flexibility to work occasional adjusted work schedules, overtime, and evening and/or weekend hours to meet deadlines or as business needs demand.
• Working in a cubicle hub, maintaining focus on phone calls in a noisy environment within earshot of multiple other conversations.
• Sedentary work in a stationary position at a cubicle for prolonged periods of time.
• Constant repetitive motions required for operating a computer, such as typing and managing phone calls.
• Constantly communicating effectively verbally in English, including accurately exchanging information with others following identification of correct procedures.
• Additional Information
• While this description is intended to be an accurate reflection of the position’s requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.
• All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Okta Verify and Microsoft Authenticator. Employment will be contingent on this requirement.
• Employees and applicants acknowledge that this is not a remote role. Individuals in this role are required to be on-site to complete essential job duties, absent extenuating circumstances.
• Additional Information: While this description is intended to be an accurate reflection of the position’s requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.
• All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Microsoft Authenticator. Employment will be contingent on this requirement.
• Why Newrez
• We’re a great place to work because we invest in what matters: your career, your community, your wellbeing, and your future. Our total rewards package is designed to support your whole self.
• Company Benefits : We offer benefits, programs, and perks that support you in every aspect of your life.
• Medical, dental, and vision insurance
• Health Savings Account with employer contribution
• 401(k) Retirement plan with employer match
• Paid Maternity Leave/Parental Bonding Leave/Caregiver Leave
• Adoption Assistance
• Tuition & Certification reimbursement
• Employee Mortgage Loan Program
• The Newrez Employee Emergency and Disaster Fund is a program to support our team members experiencing hardships
• Newrez NOW: Through Newrez NOW, our Corporate Social Responsibility program, you’ll have opportunities to give back, lead, and make a difference.
• 1 company-paid Volunteer Time Off day (with over 40,000 volunteer hours contributed since our inception)
• Matching Gifts Program - dollar-for-dollar up to $1,000
• Access to grants, nonprofit resources, and volunteer opportunities
• More than $6,000,000 donated since 2020
• 1 in 5 employees participates in at least one Employee Resource Group (ERG)
• Equal Employment Opportunity
• 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. Different makes us better.
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