Customer Service Representative

Who We Are

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.

*This is an onsite position located in Fort Washington, PA*

Summary:
We are seeking high energy, reliable professionals to join our Customer Solutions team. Successful candidates will be responsible answering incoming calls from our homeowners, working with them on solutions that best meet their needs, and using problem solving skills that best fit the task at hand. Our Customer Solutions team is the face of our organization and we are interested in hiring individuals that are fully committed to providing exceptional customer service.
 
Responsibilities:

• Answering inquiries from customers regarding their home loans
• Provide solutions to questions that satisfies both our customers and Shellpoint
• Identifying customer needs and providing information that meets the homeowner’s expectations
• Provides ‘best in class’ customer service during every interaction with our homeowners
• Maintaining set performance goals
• Researching and fulfilling requests from callers
• Completing transactions initiated by customer
• Participate in continuous training to ensure you are updated on policies and procedures
• Represent Shellpoint in a positive and professional manner

Qualifications/Skills: 

• 1+ year(s) direct customer service experience
• Excellent communication skills and ability to work with a diverse team
• Ability to multi-task
• Ability to identify process gaps and trends
• Preferred knowledge of using OnBase
• Flexibility concerning job functions and scheduling
• Ability to maintain confidential information
• Ability to use cognitive skills to determine resolutions to customer inquiries
• Excellent work ethic and integrity
• Detail-oriented, analytical, and extremely organized
• Ability to work individually with minimal supervision
• Computer proficient with various MS Office applications and efficient typing skills
• Must become Company certified in compliance with the FDPCA

Educational Requirements: 

• HS Diploma or equivalent

Additional Information:

While this description is intended to be an accurate reflection of the position’s requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.

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

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:

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 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)
  

Equal Employment Opportunity 

We'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.

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