Customer Service Representative

Newrez•Fort Washington, PA

About The Position

Exceed the expectations of our residential mortgage borrowers & business partners through superior service, simple processes, and effective communications. We deliver on this mission by empowering our employees by encouraging and recognizing superior performance and innovative solutions, by promoting teamwork and divisional cooperation. 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.

Requirements

1+ year(s) direct customer service experience
Excellent communication skills and ability to work with a diverse team
Ability to multi-task
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
All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Okta Verify and Microsoft Authenticator. Employment will be contingent on this requirement.

Nice To Haves

Ability to identify process gaps and trends
Preferred knowledge of using OnBase

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

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
Pet insurance
Adoption Assistance
Tuition reimbursement
Employee Loan Program
The Newrez Employee Emergency and Disaster Fund is a new program to support our team members
Newrez 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