Business Operations Assistant

About the role

At Newrez, we bring big thinkers and caring doers together to make home happen. We’re a team built on heart and hustle, united by a commitment to show up for our customers, our communities, and each other. We believe that when our people thrive, homeowners thrive - and that’s why we invest in your growth, wellbeing, and ability to make an impact. Every day, we work to exceed the expectations of our residential mortgage borrowers and business partners through superior service, simple processes, and clear communication. We do this by empowering our employees, encouraging innovative solutions and recognizing great performance.

The Business Operations Assistant provides support to the DTC Call Center staff and senior management through a variety of day-to-day activities. This position also has responsibility to perform reviews for adherence with the Telephone Consumer Protection Act (TCPA) policies.

Responsibilities

• Performs a variety of daily, weekly, monthly, and quarterly reports that impact the Call Center Division including but not limited to performance management, rankings, call center reporting, trending, and report inventory.
• Manage and support the DTC Operations mailbox including but not limited to:
  • Answering general questions and escalation of request to other departments (as warranted)
  • JIRA ticket creation on behalf of sales.
  • Processing FHA case number requests and case cancellation requests.
  • Processing VA LIN and Certificate of Eligibility requests.
• Perform all tasks related to the review of DTC Sales outbound solicitation calls for compliance with state TCPA call start and end times including but not limited to:
  • Review of TCPA Outlier report identifying solicitation calls.
  • Perform validation activities to confirm calls did/did not occur outside of state TCPA guidelines.
  • Preparation of review results summary.
  • Preparation and distribution of final monthly review results to individual Mortgage Consultants as well as their respective Sales Manager.
  • Partner with IT to ensure systematic solicitation flagging and dialing rules are working as expected.
• Provide support to the DTC Sales Call Center through administrative project focused responsibilities and other related duties as assigned by supervisor.
• Act as the liaison between internal/external audit and business management to ensure all audit findings are addressed with remediation plans implemented and validated within the required timeframe.
• Responsible for end to end assessments that identify operational and regulatory risks in addition to operational process gaps.
• Responsible for end to end workflow creation, preparation, and upkeep for all processes within Originations Sales, Call Center Division.
• Maintains Process, Policy and Procedures for the Originations Call Center Division
• Provides support for division-wide programs and special projects through