Customer Care Loan Specialist

2 weeks ago

Tempe, Arizona, United States NewRez LLC Full time
About Us

NewRez LLC is a leading non-bank mortgage servicing organization in the United States. Our primary role involves managing mortgage portfolios for various clients, including banks and investment firms. We ensure timely collection of mortgage payments, handle tax and insurance obligations, and assist homeowners facing difficulties in maintaining their mortgage accounts.

Role Overview

The Mortgage Payment Consultant plays a crucial role in delivering exceptional customer service within a dynamic call center environment. This position involves managing incoming service inquiries and proactively reaching out to homeowners to address overdue mortgage payments. The consultant will work to identify challenges faced by homeowners and create effective payment plans to help them regain their standing.

Our team of Mortgage Payment Consultants represents the core of our service commitment, and we seek individuals dedicated to providing outstanding customer experiences.

Key Responsibilities
  • Exhibit positivity, professionalism, and helpfulness in all interactions with homeowners.
  • Utilize a combination of manual and automated outreach methods to connect with homeowners who are behind on payments, understand their situations, and establish tailored repayment plans.
  • Devise practical payment solutions that align with the interests of both our clients and the organization.
  • Manage incoming customer service inquiries, addressing a variety of topics from website navigation to payment processing.
  • Facilitate the processing of mortgage payments for homeowners.
  • Identify and refer eligible homeowners for refinancing options to the appropriate department.
  • Maintain punctuality and reliability in attendance for all scheduled shifts.
  • Meet and exceed company performance metrics.
  • Engage in ongoing training related to company policies and industry standards.
  • Consistently represent the organization in a professional and positive manner.
  • Perform additional duties as assigned by management.
Qualifications
  • Preferred: College degree; required: High school diploma or equivalent.
  • Experience in collections is advantageous but not mandatory.
Skills and Abilities
  • Fluency in English is essential.
  • Exceptional negotiation and communication skills over the phone.
  • Familiarity with online search techniques, including skip-tracing methods.
  • Ability to maintain professionalism with diverse personalities.
  • Strong analytical and research capabilities; adept at managing details while understanding broader objectives.
  • Commitment to safeguarding confidential information.
  • Demonstrated work ethic, integrity, and attention to detail.
  • Capacity to follow directives while working independently.
  • Proficient keyboard skills and familiarity with Microsoft Office applications.
  • Bilingual abilities are a plus.
  • Sales experience is an added advantage.
While this description aims to accurately reflect the responsibilities of the position, it does not imply that these are the only duties required. Management reserves the right to modify, add, or remove responsibilities as necessary.

Company Benefits:

• 15 Paid Time Off (PTO) days, increasing to 18 after the first anniversary

• 9 Paid Holidays

• Employee Engagement Activities

• Comprehensive Medical, Dental, Vision, and Life Insurance

• 401(k) Plan with company matching

• Performance-based Incentives

• Pet Insurance

• Opportunities for Advancement

Commitment to Diversity
NewRez LLC is proud to be an equal opportunity employer, celebrating the diversity of our workforce and fostering an inclusive environment for all employees.

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