Correspondence & Dispute Specialist - Onsite
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 Correspondence & Dispute Specialist is responsible for handling Qualified Written Requests. The job entails reviewing all written disputes and complaints from borrowers or their authorized representatives, researching and resolving issues, and providing formal written responses within deadlines. The role requires continuous learning and keeping up to date with applicable regulations such as the Real Estate Settlement Procedures Act (“RESPA”), Truth-in Lending Act (“TILA”), the Fair Credit Reporting Act (“FCRA”), and applicable guidance from the Consumer Financial Protection Bureau (“CFPB”).
Responsibilities
- Prioritize and complete tasks according to regulatory deadlines.
- Research loan history, documentation, and applicable policies and procedures to determine if the appropriate steps were followed by the operational teams.
- Research potential issues to identify root causes and execute a plan of action for resolution.
- Ensure the necessary actions or corrections are made to the accounts to resolve disputes and complaints.
- Compose or review written responses to the borrower(s) (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.
Qualifications
- High school diploma or equivalent, required.
- 5+ years of Mortgage Servicing or Origination experience.
- OR, in lieu of 5+ years of Mortgage Servicing or Origination experience: Bachelor’s degree with a concentration in English or similar field and 2+ years of Mortgage Servicing or Origination experience.
Skills, Abilities, and Knowledge
- Must be extremely detail oriented, inquisitive, and have a passion for investigating and problem solving.
- Excellent written communication skills are required, including proper grammar, spelling, punctuation, and sentence structure.
- Excellent research skills required.
- Intermediate knowledge of MS Word and MS Excel.
- Excellent work ethic, high productivity, deadline driven.
- Must possess a short learning curve related to assimilation of new skills and tasks.
- Superior organizational skills needed.
- Ability to multi-task as well as quickly adapt to changing work assignments.
Why Newrez
We’re a great place to work because we invest in what matters: your career, your community, your wellbeing, and your future. Our total rewards package is designed to support your whole self.
Company Benefits
- Medical, dental, and vision insurance
- Health Savings Account with employer contribution
- 401(k) Retirement plan with employer match
- Paid Maternity Leave / Parental Bonding Leave / Caregiver Leave
- Adoption Assistance
- Tuition & Certification reimbursement
- Employee Mortgage Loan Program
- The Newrez Employee Emergency and Disaster Fund is a program to support team members experiencing hardships
Newrez NOW
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 (with over 40,000 volunteer hours contributed since our 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)