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Newrez LLC · 2 days ago

HELOC Customer Service Representative II (On-site)

Tempe, AZ

Full-time

Onsite

Entry, Mid Level

2+ years exp

Newrez LLC is committed to exceeding the expectations of residential mortgage borrowers through superior service and effective communication. The Performing Loan Consultant is responsible for providing excellent customer service in a fast-paced call center, handling inbound calls, contacting homeowners about past-due payments, and developing practical payment solutions.

FinanceFinancial Services

Responsibilities

Demonstrates positivity, courtesy, and helpfulness when dealing with every homeowner

Uses a blend of manual and automated calling strategies to locate past due homeowners, contact them, identify their issues, and set up customized payment strategies that cure their delinquencies

Develops workable payment solutions that satisfy both our clients/investors and our company

Handles inbound Customer Service calls, assisting with an assortment of questions from website assistance, escrow to processing payoffs

Processes homeowners’ mortgage payments

Offers and refers eligible homeowners for refinancing opportunities to the Originations department

Arrives at work on time for all shifts. Reliable transportation to work or comply with requirements for remote work policy

Achieves company performance goals

Takes part in continuous training in company policies/procedures and industry regulations

Consistently represents the company in a positive and professional manner

Performs related duties as assigned by supervisor

May serve as a Subject Matter Expert and may be assisting with Help Line calls to the dedicated skill group

Cross-trained on additional organizational functions, such as Loan Servicing work items

Performs related duties as assigned by supervisor

These essential functions are fundamental to the role, and must be performed on-site, as they cannot physically be performed remotely. In addition, the Company has determined that an in-person presence is important to critical components of our work, including oversight, training, collaboration, and productivity. Items not marked (•) as essential on-site, may still require partial on-site work to perform the role satisfactorily

Qualification

Customer service experienceTelephone communicationNegotiation skillsMicrosoft Office proficiencyInternet search techniquesSales experienceProfessional conductKeyboard skillsSpanish languageAttention to detail

Required

High school diploma or equivalent

2-4 years' customer service/collections experience

English fluency

Outstanding negotiation and telephone communication skills

Familiarity with Internet-based search techniques (including the use of skip-tracing solutions)

The ability to maintain professional conduct with people of any mood or personality type

Excellent reasoning and research skills; the ability to see the 'big picture' and manage the details

The ability to safeguard confidential customer and company information

A solid work ethic, high integrity, a positive attitude, and strong attention to detail

The ability to follow instructions but work with minimal direct supervision

Excellent keyboard skills

Proficiency with Microsoft Windows-based computers and Microsoft Office software (Word, Excel, Outlook, etc.)

Reliable transportation to work or comply with requirements for remote work policy

Preferred

Bachelor's degree

Spanish or bilingual

Sales experience

Benefits

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

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