Manager of De-Escalations

Newrez LLC•Coppell, TX

2d•Onsite

About The Position

The Manager De‑Escalations is responsible for leading the end-to-end de‑escalation function, ensuring effective resolution of complex homeowner concerns while driving a best-in-class customer experience. This role directly supports the Director in managing day-to-day operations and ensuring performance outcomes meet or exceed defined service, quality, and efficiency standards. The Manager De‑Escalations oversees De‑Escalation Supervisors, who manage Team Leads and expert-level agents responsible for handling escalated customer interactions. This role is accountable for driving performance, identifying root causes of escalations, reducing repeat contacts, and implementing strategies to improve overall customer experience and operational effectiveness.

Requirements

High School Diploma or equivalent required; Bachelor’s degree preferred.
6–8 years of experience in customer service, escalations, mortgage servicing, or related industry.
3–5 years of leadership experience managing supervisors and/or multi-level teams.
Experience in a call center or high-volume customer environment strongly preferred.
Strong leadership and organizational skills with the ability to manage multiple levels of leadership
Demonstrated ability to lead teams handling complex, high-risk customer interactions
Strong analytical skills with the ability to identify trends, root causes, and actionable solutions
Excellent verbal and written communication skills
Ability to influence and collaborate across departments to drive outcomes
Strong decision-making and problem-solving capabilities in a fast-paced environment
High level of emotional intelligence and customer focus
Ability to balance customer advocacy with business and regulatory requirements
Proficiency in performance management and data-driven decision making
Strong process improvement mindset with the ability to drive change
Proficiency in Microsoft Office and internal servicing systems
High degree of professionalism, integrity, and ability to handle confidential information
Familiarity with applicable compliance requirements (e.g., FDCPA)
Regular and punctual attendance adhering to schedule established by leadership.
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

Bachelor’s degree preferred.

Responsibilities

Provide leadership, direction, and development for De‑Escalation Supervisors and their teams.
Oversee daily De‑Escalations operations, including call handling, case management, and resolution timelines.
Ensure all escalated customer issues are resolved timely, accurately, and with a strong focus on customer experience.
Establish and drive performance against key KPIs (quality, FCR, repeat escalations, customer satisfaction, productivity).
Review daily, weekly, and monthly performance results; identify gaps and implement corrective actions.
Analyze escalation trends, root causes, and repeat call drivers; develop and execute strategies to reduce escalation volume.
Partner cross-functionally (Operations, Servicing, Compliance, Training, QA, WFM) to resolve systemic issues impacting customer experience.
Drive continuous improvement initiatives to enhance processes, reduce inefficiencies, and elevate service delivery.
Ensure consistent execution of de‑escalation best practices across all levels (Supervisor, Team Lead, Agent).
Set clear performance expectations and accountability standards for leadership and front-line teams.
Support hiring, development, and succession planning for Supervisors and Team Leads.
Monitor and ensure adherence to company policies, procedures, and regulatory/compliance requirements
Review customer complaints and high-risk cases to ensure appropriate handling and resolution
Provide regular updates to senior leadership on performance, risks, and improvement initiatives
Assist in developing and refining training, QA standards, and performance frameworks specific to de‑escalation work
Ability to effectively and accurately convey information to others.
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/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
1 company-paid Volunteer Time Off day
Matching Gifts Program - dollar-for-dollar up to $1,000
Access to grants, nonprofit resources, and volunteer opportunities