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Newrez · 2 weeks ago

De-Escalations Manager

TX, Coppell

Full-time

Onsite

Senior Level

5+ years exp

Newrez LLC is dedicated to exceeding the expectations of residential mortgage borrowers and business partners through superior service. The De-Escalations Manager is responsible for managing homeowner escalations, ensuring customer satisfaction, and developing solutions to resolve issues while analyzing customer feedback to improve service processes.

FinanceFinancial Services

Responsibilities

Handles second level calls from homeowners requesting to speak to management

Research customer complaints to determine root cause of issue and provides responses in a timely manner

Serves as point of contact through issue/complaint resolution

Represents companies’ best interest by adhering to organizational procedures while balancing with providing industry best customer experience

Provides feedback to departmental leaders on customer facing issues, concerns, trends, coaching opportunities for teams, and statuses of escalations

Handles first level contact for repeat callers to determine source of continued interactions and develops action plan to mitigate and eliminate

Performs related duties as assigned by management

Qualification

Customer experienceAnalytical skillsProblem-solvingMicrosoft OfficeVerbal communicationInterpersonal skillsNegotiation skillsEmpathyLearning agilityProfessional maturityBusiness acumenDecision-making

Required

5 years of industry experience

6+ years of inbound and/or outbound customer experience

Strong verbal communication skills; strong writing and composition abilities

Customer focused with ability to demonstrate empathy towards homeowners concerns, provide clear/concise information, and focus on issue resolution

Strong interpersonal skills with the ability to develop and maintain effective relationships across the organization

Strong influencing and negotiation skills; consultative and collaborative work style

High learning agility with the ability to learn and integrate business variables and learn new systems and platforms

Strong analytical skills & problem-solving abilities; solid decision-making abilities coupled with sound judgment

Effective at managing multiple priorities under tight deadlines in a fast-paced, dynamic environment

Self-directed and comfortable working with ambiguity and uncertainty

High degree of professional maturity, integrity, ability to maintain confidential data and information

High degree of business acumen; strong technical aptitude

Strong Microsoft Office skills

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