Correspondence & Dispute Specialist

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.

The Correspondence & Dispute Specialist is responsible for handling Qualified Written Requests. The role involves reviewing all written disputes and complaints from borrowers or their authorized representatives, researching and resolving issues, and providing formal written responses within regulatory deadlines. Continuous learning and staying updated with applicable regulations such as RESPA, TILA, FCRA, and CFPB guidance are essential.

Responsibilities

• Prioritize and complete tasks according to regulatory deadlines.
• Research loan history, documentation, and applicable policies and procedures to determine if operational teams followed appropriate steps.
• Research potential issues to identify root causes and execute a plan of action for resolution.
• Ensure necessary actions/corrections are made to accounts to resolve disputes and complaints.
• Compose or review written responses to borrowers (or their authorized representatives) providing final resolution.
• Communicate with operational business partners to discuss loan-level details when necessary.
• Perform related duties as assigned by management.

Requirements

• High school diploma or equivalent, required.
• 5+ years of Mortgage Servicing or Origination experience, or a Bachelor’s degree with a concentration in English or similar field and 2+ years of Mortgage Servicing or Origination experience.

Skills

• Extremely detail-oriented, inquisitive, with a passion for investigating and problem-solving.
• Excellent written communication skills, including proper grammar, spelling, punctuation, and sentence structure.
• Strong research skills.
• Intermediate knowledge of MS Word and MS Excel.
• Excellent work ethic, high productivity, and deadline-driven.
• Short learning curve for assimilating new skills and tasks.
• Superior organizational skills.
• Ability to multi-task and quickly adapt to changing work assignments.

Work Environment

• On-site at assigned office location.
• Regular and punctual attendance adhering to schedule established by leadership.
• Flexibility to work occasional adjusted schedules, overtime, and evening/weekend hours to meet deadlines or as business needs demand.
• Working in a cubicle hub, maintaining focus on phone calls in a noisy environment within earshot of multiple conversations.
• Sedentary work in a stationary position at a cubicle for prolonged periods.
• Constant repetitive motions required for operating a computer, such as typing and managing phone calls.
• Constantly communicating effectively verbally in English, including accurately exchanging information with others.

All employees are required to have smartphones that meet Company security standards with the ability to install apps such as Okta Verify and Microsoft Authenticator. Employment is contingent on this requirement.

Benefits

We offer benefits, programs, and perks that support your whole self:

• Medical, dental, and vision insurance.
• Health Savings Account with employer contribution.
• 401(k) Retirement plan with employer match.
• Paid Maternity Leave, Parental Bonding Leave, and Caregiver Leave.
• Adoption Assistance.
• Tuition & Certification reimbursement.
• Employee Mortgage Loan Program.
• The Newrez Employee Emergency and Disaster Fund supports team members experiencing hardships.

Community & Growth

Through Newrez NOW, our Corporate Social Responsibility program, you’ll have opportunities to give back, lead, and make a difference:

• 1 company-paid Volunteer Time Off day (over 40,000 volunteer hours contributed since inception).
• Matching Gifts Program—dollar-for-dollar up to $1,000.
• Access to grants, nonprofit resources, and volunteer opportunities.
• More than $6,000,000 donated since 2020.
• 1 in 5 employees participates in at least one Employee Resource Group (ERG).