Manager Specialty & Commercial

About Us

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.

About the Role

The Manager Specialty & Commercial is responsible for directly assisting the Director in the daily operations and ensuring the assets under their leadership perform to acceptable levels set forth by upper management.

Responsibilities

• Provide guidance and leadership for supervisors, team leaders, and team members company-wide.
• Directly manage Performing Specialty Collections (current to 60 DPD) (possibly in either Greenville, SC and/or Houston, TX) and/or Commercial (current to FC) and/or 2nd lien (current to FC).
• Develop, lead, and mentor all team members and supervisors to reinforce skills and increase department effectiveness.
• Review daily production and performance results and address successes and failures.
• Set daily and monthly goals for teams and individual team members.
• Manage the performing loan delinquency, roll rates, and collection efforts to achieve desired results set by management.
• Assist in developing and managing dialer campaigns tailored to the characteristics of each portfolio and team.
• Communicate with SPCC to ensure inbound and outbound calls are handled appropriately.
• Track results of work efforts to ensure desired levels of production and efficiency are achieved.
• Adjust strategies where required to account for delinquency trending and/or new portfolio acquisition.
• Ensure client requirements on Workouts, Deferments, Maturity Extensions, RPPs, Short Sales, and anything requested by clients are reviewed and acknowledged by staff.
• Work closely with Portfolio Managers on client needs and assist clients when needed.
• Monitor account levels and determine when additional employees are needed to meet appropriate goals.
• Audit supervisor’s team’s work for possible errors and provide feedback.
• Manage fixed and variable collection costs.
• Interview and hire potential team leader and supervisor collection candidates.
• Assist in streamlining processes to improve efficiencies across the company.
• Maintain roll rates as designated by the client.
• Develop and ensure team members follow QA guidelines as required by regulatory agencies.
• Monitor any payment methods (including ACH, biweekly, etc.) to ensure payments are posted correctly.
• Perform personnel managerial duties such as goal setting and tracking, performance monitoring and coaching, ensuring associate engagement, and other typical managerial duties.
• Distinguish on-site duties with essential functions that must be performed on-site, including oversight, training, collaboration, and productivity.
• Perform related duties as assigned by management.

Requirements

• High school diploma or equivalent (required).
• Bachelor’s degree (preferred).
• 6+ years of experience in collections, finance, or a related industry with 5 years of direct employee supervisory experience.
• General management skills, including strong organizational, communication, and leadership skills, preferably in a production environment.
• Experience in a call center environment, inbound and outbound preferred.
• Proficiency with technology, computers, software applications, and phone systems.

Skills

• Ability to train and motivate employees while remaining calm during difficult situations.
• Strong Excel and computer-related skills.
• Able to work with deadlines and complete projects on time.
• Strong conflict resolution skills.
• Proficiency in data management.
• Familiarity with the compliance requirements of FDCPA.
• Moderate analytical skills.

Benefits

We offer benefits, programs, and perks that support you in every aspect of your life.

• 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 to support team members experiencing hardships.

Community & Engagement

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).

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