Job Type: Full time
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.Primary FunctionThe Escalations Specialist is responsible for supporting the Customer Service Department by being a point of contact for supervisor calls, web tickets, chat inquiries, and outbound requests.This position is designed to resolve consumer inquiries and complaints quickly before they escalate to a written or Regulatory complaint, to prevent more risk and exposure to the company, and improve the overall customer experience. The Escalations Specialist will work with various department leaders within the Performing division, to investigate and get issues resolved for the consumer. They will be responsible for the outreach and further communication to consumers, after the complaint is received. They will be required to acknowledge the complaint, provide follow ups or status updates when needed, and eventually provide final resolution for the consumer over the phone. Escalations Specialists will be responsible for chat inquiries initiated by our homeowners from the website, answering any inquiries they may have through resolution. They also will handle tier 1 web tickets from customers that are having challenges logging on or navigating our website.The goal of the Escalations Specialist is to prevent additional phone calls and additional complaints from the consumer, by providing them with a point of contact, reassurance, and continuous communication until a resolution is reached. This position will require excellent customer service and verbal communication skills, and the ideal candidate is someone who takes pride in problem solving and customer satisfaction.Principal DutiesReceives direct transfers and makes outbound calls to consumers within 24 hours of receiving a verbal complaint, to acknowledge the complaint and provide a point of contact until resolution.Primary contact for incoming chats off of our homeowner portal.Handles web tickets and responds within given service expectations.Makes outbound calls to consumers every 3 days to provide status updates on their complaint, or an ETA, until a resolution is reached.Researches the consumer’s loan to determine the problem and next steps toward resolution. This will require some experience with reading and understanding payment/transaction summaries, escrow analyses, insurance documents, loan origination documents, credit reports, tax lines, etc.Follows up with other department leaders on tasks that their department needs to complete before a resolution can be reached for the consumer (getting a payment posted correctly, having an escrow analysis completed, getting their Homeowners insurance or property taxes paid, removing a late notation from a credit report, etc.).Makes outbound calls to consumers when a resolution is reached, to discuss the resolution and confirm satisfaction with the consumer.Updates and maintains the database for verbal complaints, with details of the complaints and resolutions, for tracking and reporting purposes.Assists with inbound Customer Service calls when needed.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.Education and Experience Requirements  High School Diploma or equivalent required.0-2 years escalations experience.Knowledge, Skill, and Ability Requirements Superior Customer Service and verbal/phone/written communication skills is a must.Well-rounded knowledge of Mortgage and Consumer finance a plus.Intermediate knowledge of MS Word, MS Excel, Outlook, and MS Access needed.Familiarity with ILS systems needed.Excellent work ethic, high productivity, and acute attention to detail needed.Must possess a short learning curve related to assimilation of new skills and tasks.Follow-up skills and a strong sense of accountability are a must.Superior organizational skills needed.Ability to multi-task as well as quickly adapt to changing work assignments.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. By applying to this position candidate acknowledges that this is not a remote role and is required to be on-site.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 LeavePet insurance Adoption Assistance Tuition reimbursement Employee Loan ProgramThe Newrez Employee Emergency and Disaster Fund is a new program to support our team membersNewrez 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 more1 Volunteer Time Off (VTO) day, company-paid volunteer day where all eligible employees may participate in a volunteer event with a nonprofit of their choiceEmployee Matching Gifts Program: We will match monetary employee donations to eligible non-profit organizations, dollar-for-dollar, up to $1,000 per employeeNewrez 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 contributionsEqual 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. 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