De-Escalations Manager

Servicing•Houston, TX

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. POSITION SUMMARY The De-Escalations Manager is responsible for managing homeowner escalations and ensuring customer satisfaction. They must be able to quickly assess customer issues, identify the root cause, and develop solutions to resolve the issue. They must also be able to communicate effectively with customers, other departments, and senior management, all while servicing as the central contact for issues with the homeowner. This position involves analyzing customer feedback, identifying trends and implementing strategies to improve the customer service processes and minimize futures escalations. DESCRIPTION Duties and Responsibilities Handles second level calls from homeowners requesting to speak to management. Research customer complaints to determine root cause of issue and provides responses in a timely manner. Serves as point of contact through issue/complaint resolution. Represents companies’ best interest by adhering to organizational procedures while balancing with providing industry best customer experience. Provides feedback to departmental leaders on customer facing issues, concerns, trends, coaching opportunities for teams, and statuses of escalations. Handles first level contact for repeat callers to determine source of continued interactions and develops action plan to mitigate and eliminate. Performs related duties as assigned by management.

Requirements

5 years of industry experience.
6+ years of inbound and/or outbound customer experience.
Strong verbal communication skills; strong writing and composition abilities.
Customer focused with ability to demonstrate empathy towards homeowners concerns, provide clear/concise information, and focus on issue resolution.
Strong interpersonal skills with the ability to develop and maintain effective relationships across the organization.
Strong influencing and negotiation skills; consultative and collaborative work style.
High learning agility with the ability to learn and integrate business variables and learn new systems and platforms.
Strong analytical skills & problem-solving abilities; solid decision-making abilities coupled with sound judgment.
Effective at managing multiple priorities under tight deadlines in a fast-paced, dynamic environment.
Self-directed and comfortable working with ambiguity and uncertainty.
High degree of professional maturity, integrity, ability to maintain confidential data and information.
High degree of business acumen; strong technical aptitude.
Strong Microsoft Office skills.
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.

Responsibilities

Handles second level calls from homeowners requesting to speak to management.
Research customer complaints to determine root cause of issue and provides responses in a timely manner.
Serves as point of contact through issue/complaint resolution.
Represents companies’ best interest by adhering to organizational procedures while balancing with providing industry best customer experience.
Provides feedback to departmental leaders on customer facing issues, concerns, trends, coaching opportunities for teams, and statuses of escalations.
Handles first level contact for repeat callers to determine source of continued interactions and develops action plan to mitigate and eliminate.
Performs related duties as assigned by management.

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