Customer Service Representative

Newrez•Fort Washington, PA

14d•Onsite

About The Position

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. 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
Ability to identify process gaps and trends
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 Microsoft Authenticator. Employment will be contingent on this requirement.

Nice To Haves

Preferred knowledge of using OnBase
Flexibility concerning job functions and scheduling

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/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)