Lending Support Operations Specialist III (On-site)

About the role

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 Lending Support Operations Specialist III is responsible for providing premium service by supporting Originations with Servicing inquiries. The Lending Support Operations Specialist III handle concerns and answers questions received from all Origination channels – Retail, Correspondent, Wholesale, Direct to Consumer (DTC), and Joint Venture (JV).

Responsibilities

• Provide exceptional customer service in a fast-paced environment, where multi-tasking is key to ongoing success.
• Manage telephone calls and emails professionally and efficiently.
• Interact with internal business partners in a multi-channel environment providing best-in-class concierge standards, creating an unparalleled culture and customer experience.
• Troubleshoot complex escrow issues and determine appropriate resolution by utilizing department resources and providing information to Origination partners.
• Review payments of escrow related invoices, including researching and problem-solving related to such disbursements.
• Serve as single point of contact for Originations on tax and insurance inquiries related to escrowed loans.
• Perform data entry associated maintaining accurate and current loan information.
• Complete setting up/canceling Automated Clearing House (ACH's).
• Assist with generating netted payoff requests.
• Responsible for adding and removing escrow disbursement stops.
• Process VOM requests timely and accurately.
• Complete manual processes check requests, opening tickets, etc.
• Be proficient in de-escalations and handle escalated calls.
• Support and resolve all employee loan inquiries.
• Route document defects to the appropriate department.
• Review and resolve executive escalations.
• Identify and log root cause errors to minimize incidents from reoccurring.
• Collect data and logs information on identified issues to assist in the resolution of process gaps.
• Forward Servicing inquiries and complaints received by Originations to the appropriate department.

Qualifications

• High school diploma or equivalent, required.
• 5+ years’ customer support in a call-center environment.
• Escrow experience preferred.
• Experience in a lending environment preferred.
• Experience with Mortgage Servicing Platform (MSP), Servicing Director, Ring Central or similar systems is desired.
• Experience handling escalated situations desired.

Skills

• Excellent verbal and written communication skills.
• Current, working knowledge of the Microsoft Office suite, including Word, Excel, Access, and PowerPoint.
• Ability to accurately type an average of approximately 40 words per minute.
• Available to work overtime as requested and required by business need and communicated by your manager.
• Expert skills in Microsoft Excel, including the ability to utilize the following functions: V-Lookup, H-Lookup, Conditional Formatting, and Pivot Tables is highly preferred.
• Fluency in a foreign language is a plus.

Work Environment And Physical Requirements

Working on-site at assigned office location.

Regular and punctual attendance adhering to schedule established by leadership.

Flexibility to work occasional adjusted work schedules, overtime, and evening and/or 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 other conversations.

Sedentary work in a stationary position at a cubicle for prolonged periods of time.

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 following identification of correct procedures.

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 our 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)