HELOC Performing Loan Consultant II

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 Function

The Performing Loan Consultant is responsible for providing excellent customer service in a fast-paced call center. The Performing Loan Consultant will handle inbound customer service-related calls, as well as contact homeowners across the country to collect past-due mortgage payments, identify their issues, and develop practical payment solutions that help them get current in their mortgage payments.

Our Performing Loan Consultant team is the face of our organization, and we are interested in hiring individuals that are fully committed to providing exceptional customer service.

Principal Duties

• 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.

Education and Experience Requirements

• High school diploma or equivalent, required.
• Bachelor's degree, preferred.
• 2-4 years' customer service/collections experience.

Knowledge, Skill, and Ability Requirements

• 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.).
• Spanish or bilingual is a plus.
• Sales experience a plus

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 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.