Hybrid Customer Service Representative at Newrez

Exceed the expectations of our residential mortgage borrowers & business partners through superior service, simple processes, and effective communications.

We deliver on this mission by empowering our employees by encouraging and recognizing superior performance and innovative solutions, by promoting teamwork and divisional cooperation.
 

Summary:
We are seeking high energy, reliable professionals to join our Customer Solutions team. Successful candidates will be responsible answering incoming calls from our homeowners, working with them on solutions that best meet their needs, and using problem solving skills that best fit the task at hand. Our Customer Solutions team is the face of our organization and we are interested in hiring individuals that are fully committed to providing exceptional customer service.
 
Responsibilities:

• Answering inquiries from customers regarding their home loans
• Provide solutions to questions that satisfies both our customers and Shellpoint
• Identifying customer needs and providing information that meets the homeowner’s expectations
• Provides ‘best in class’ customer service during every interaction with our homeowners
• Maintaining set performance goals
• Researching and fulfilling requests from callers
• Completing transactions initiated by customer
• Participate in continuous training to ensure you are updated on policies and procedures
• Represent Shellpoint in a positive and professional manner

Qualifications/Skills: 

• 1+ year(s) direct customer service experience
• Excellent communication skills and ability to work with a diverse team
• Ability to multi-task
• Ability to identify process gaps and trends
• Preferred knowledge of using OnBase
• Flexibility concerning job functions and scheduling
• Ability to maintain confidential information
• Ability to use cognitive skills to determine resolutions to customer inquiries
• Excellent work ethic and integrity
• Detail-oriented, analytical, and extremely organized
• Ability to work individually with minimal supervision
• Computer proficient with various MS Office applications and efficient typing skills
• Must become Company certified in compliance with the FDPCA

Educational Requirements: 

• HS Diploma or equivalent

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.

Company Benefits:

Newrez is a great place to work but we are only as strong as our greatest asset, our employees, so we believe in rewarding them!

• Medical, dental, and vision insurance

• Health Savings Account with employer contribution

• 401(k) Retirement plan with employer match

• Paid Maternity Leave/Parental Bonding Leave

• Pet insurance

• Adoption Assistance

• Tuition reimbursement

• Employee Loan Program

• The Newrez Employee Emergency and Disaster Fund is a new program to support our team members

Newrez NOW:

• Our Corporate Social Responsibility program, Newrez NOW, empowers employees to become leaders in their communities through a robust program that includes volunteering, philanthropy, nonprofit grants, and more

• 1 Volunteer Time Off (VTO) day, company-paid volunteer day where all eligible employees may participate in a volunteer event with a nonprofit of their choice

• Employee Matching Gifts Program: We will match monetary employee donations to eligible non-profit organizations, dollar-for-dollar, up to $1,000 per employee

• Newrez Grants Program: Newrez hosts a giving portal where we provide employees an abundance of resources to search for an opportunity to donate their time or monetary contributions

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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