NewRez LLC
Default Escalations Specialist II
NewRez LLC, Houston, Texas, United States, 77246
Also doing business as Shellpoint Mortgage Servicing1100 Virginia Drive, Suite 125Fort Washington PA 19034Doing business as Newrez Mortgage in the states of Arkansas and Texas. Website approval pending with the New York Department of Financial Services.Default Escalations Specialist II page is loaded
Default Escalations Specialist II
Apply
locations
TX, Houston
time type
Full time
posted on
Posted 5 Days Ago
job requisition id
R4070
Who we areShellpoint Mortgage Servicing (SMS) is one of America’s top-five non-bank mortgage-servicing companies. What is mortgage servicing? Our clients are businesses that own mortgage loans (such as banks and real estate investment firms). On their behalf, we manage (or “service”) their loan portfolios, which means that we collect homeowners’ mortgage payments, pay their tax and insurance bills, and help homeowners in default to get current.
Summary:
The Default Escalations Specialist is responsible for supporting the Loss Mitigation division by investigating and responding to consumer complaints that are received by the Inbound Loss Mitigation Specialist, allowing other areas of the division to focus on “live” loss mitigation efforts and call volume. Verbal Complaints may be related to issues with SPOC availability, loss mitigation status updates, prior servicer loss mitigation efforts, fee disputes, payment disputes, loss mitigation denials etc. (all aspects of Loss Mitigation Servicing). This position is designed to resolve consumer complaints quickly before they escalate to a written or Regulatory complaint, to prevent more risk and exposure to the company, and improve the overall customer experience. They will also be responsible for the outreach efforts and further communication to consumers, after the complaint is received. They will be required to acknowledge the complaint, provide follow ups or status updates when needed, and eventually provide confirmation of final resolution for the consumer over the phone.Responsibilities:Make outbound calls to consumers within 24 hours of receiving a verbal complaint, to acknowledge the complaint and provide a point of contact until resolution.Make outbound calls to consumers every 3 days to provide status updates on their complaint, or an ETA, until a resolution is reached.Research the consumer’s loan to determine the problem and next steps toward resolution.Follow up with other department leaders on tasks that their department needs to complete before a resolution can be reached.Make outbound calls to consumers when a resolution is reached.Updating and maintaining the database for verbal complaints, with details of the complaints and resolutions, for tracking and reporting purposes.Qualifications/Skills:Superior Customer Service and verbal/phone communication skills is a mustWell-rounded knowledge of Mortgage, Consumer finance and loss mitigation a plusIntermediate knowledge of MS Word, MS Excel, Outlook, and MS Access neededFamiliarity with ILS systems neededExcellent work ethic, high productivity, and acute attention to detail neededMust possess a short learning curve related to assimilation of new skills and tasks#LI-NT1Company Perks
:• 15 Paid Time Off (PTO) days and 18 after 1st anniversary!• 9 Paid Holidays• Employee Engagement Activities
Company Benefits
:• Medical (including Health Savings Account & Flexible Savings Account)• Dental - RX – Vision – Life, Disability Insurance – 401(k) Plan with company match! – Employee Assistance Plan•
Performance-based
Incentives• Pet Insurance• Advancement OpportunitiesNewrez NOW:• Our Corporate Social Responsibility program, Newrez NOW, empowers employees to become leaders in their communities through a robust program that includes volunteering, philanthropy, nonprofit grants, and more• 1 Volunteer Time Off (VTO) day, company-paid volunteer day where all eligible employees may participate in a volunteer event with a nonprofit of their choice• Employee Matching Gifts Program: We will match monetary employee donations to eligible non-profit organizations, dollar-for-dollar, up to $1,000 per employee• Newrez Grants Program: Newrez hosts a giving portal where we provide employees an abundance of resources to search for an opportunity to donate their time or monetary contributions
Equal Employment OpportunityWe're proud to be an equal opportunity employer- and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.CA Privacy PolicyCA Notice at CollectionAbout Us
The right company in the right industry.
In both good economic times and bad, people need homes - and mortgages to buy them. We help these people every day buy homes or refinance their current mortgage loans.In addition to offering an in-demand product, there are two things you should know about us:We value and reward entrepreneurial spirit, and we are growing.
Few lenders are as innovative, as financially solid, as well managed and on track to become America’s leading lender as the Newrez Family of Companies. We deliver products and services that turn prospects into delighted customers —providing abundant opportunity for the great people who work here.
These competitive advantages set us apart, and they’re why you can grow with us for the long term.
#J-18808-Ljbffr
Default Escalations Specialist II
Apply
locations
TX, Houston
time type
Full time
posted on
Posted 5 Days Ago
job requisition id
R4070
Who we areShellpoint Mortgage Servicing (SMS) is one of America’s top-five non-bank mortgage-servicing companies. What is mortgage servicing? Our clients are businesses that own mortgage loans (such as banks and real estate investment firms). On their behalf, we manage (or “service”) their loan portfolios, which means that we collect homeowners’ mortgage payments, pay their tax and insurance bills, and help homeowners in default to get current.
Summary:
The Default Escalations Specialist is responsible for supporting the Loss Mitigation division by investigating and responding to consumer complaints that are received by the Inbound Loss Mitigation Specialist, allowing other areas of the division to focus on “live” loss mitigation efforts and call volume. Verbal Complaints may be related to issues with SPOC availability, loss mitigation status updates, prior servicer loss mitigation efforts, fee disputes, payment disputes, loss mitigation denials etc. (all aspects of Loss Mitigation Servicing). This position is designed to resolve consumer complaints quickly before they escalate to a written or Regulatory complaint, to prevent more risk and exposure to the company, and improve the overall customer experience. They will also be responsible for the outreach efforts and further communication to consumers, after the complaint is received. They will be required to acknowledge the complaint, provide follow ups or status updates when needed, and eventually provide confirmation of final resolution for the consumer over the phone.Responsibilities:Make outbound calls to consumers within 24 hours of receiving a verbal complaint, to acknowledge the complaint and provide a point of contact until resolution.Make outbound calls to consumers every 3 days to provide status updates on their complaint, or an ETA, until a resolution is reached.Research the consumer’s loan to determine the problem and next steps toward resolution.Follow up with other department leaders on tasks that their department needs to complete before a resolution can be reached.Make outbound calls to consumers when a resolution is reached.Updating and maintaining the database for verbal complaints, with details of the complaints and resolutions, for tracking and reporting purposes.Qualifications/Skills:Superior Customer Service and verbal/phone communication skills is a mustWell-rounded knowledge of Mortgage, Consumer finance and loss mitigation a plusIntermediate knowledge of MS Word, MS Excel, Outlook, and MS Access neededFamiliarity with ILS systems neededExcellent work ethic, high productivity, and acute attention to detail neededMust possess a short learning curve related to assimilation of new skills and tasks#LI-NT1Company Perks
:• 15 Paid Time Off (PTO) days and 18 after 1st anniversary!• 9 Paid Holidays• Employee Engagement Activities
Company Benefits
:• Medical (including Health Savings Account & Flexible Savings Account)• Dental - RX – Vision – Life, Disability Insurance – 401(k) Plan with company match! – Employee Assistance Plan•
Performance-based
Incentives• Pet Insurance• Advancement OpportunitiesNewrez NOW:• Our Corporate Social Responsibility program, Newrez NOW, empowers employees to become leaders in their communities through a robust program that includes volunteering, philanthropy, nonprofit grants, and more• 1 Volunteer Time Off (VTO) day, company-paid volunteer day where all eligible employees may participate in a volunteer event with a nonprofit of their choice• Employee Matching Gifts Program: We will match monetary employee donations to eligible non-profit organizations, dollar-for-dollar, up to $1,000 per employee• Newrez Grants Program: Newrez hosts a giving portal where we provide employees an abundance of resources to search for an opportunity to donate their time or monetary contributions
Equal Employment OpportunityWe're proud to be an equal opportunity employer- and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.CA Privacy PolicyCA Notice at CollectionAbout Us
The right company in the right industry.
In both good economic times and bad, people need homes - and mortgages to buy them. We help these people every day buy homes or refinance their current mortgage loans.In addition to offering an in-demand product, there are two things you should know about us:We value and reward entrepreneurial spirit, and we are growing.
Few lenders are as innovative, as financially solid, as well managed and on track to become America’s leading lender as the Newrez Family of Companies. We deliver products and services that turn prospects into delighted customers —providing abundant opportunity for the great people who work here.
These competitive advantages set us apart, and they’re why you can grow with us for the long term.
#J-18808-Ljbffr