Premier Support Specialist

Newrez LLC • Langhorne, PA

5d • Onsite

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 Premier Support Specialist facilitates daily agency functions by providing direct operational and customer support to the Premier Services Team. This role supports both refinance and purchase transactions and serves as a key point of contact for loan officers, loan processors, borrowers, attorneys, vendors, and realtors throughout the lifecycle of each file. The Premier Support Specialist ensures superior customer service while maintaining compliance with client requirements and internal service level agreements (SLAs). Responsibilities include answering inbound calls, routing inquiries, processing incoming title work and contracts, monitoring Premier ResWare queues and Outlook mailboxes, and maintaining clear communication with internal and external stakeholders to ensure an exceptional customer experience. DESCRIPTION Essential Functions, Duties, and Responsibilities File & Queue Management Monitor Premier Services queues in ResWare and Outlook email inboxes. Route and respond to items according to internal workflow matrices and service standards. Process incoming title work, bringdowns, loan amount and loan number changes, address updates, property type revisions, tax updates, and related requests. Ensure timely handling of assigned tasks in accordance with internal SLAs. Customer Service & Communication Answer inbound phone calls and direct inquiries to the appropriate team member. Respond to client and stakeholder inquiries via phone and email in a timely and professional manner. Provide status updates regarding title clearance and document revisions. Maintain detailed and accurate records of customer interactions. Handle complaints or concerns professionally and escalate when necessary. Uphold company standards for service excellence and client satisfaction. Transaction Support Support both refinance and purchase transactions. Coordinate communication among loan officers, processors, borrowers, attorneys, vendors, and realtors. Assist with document review and processing to ensure accuracy and completeness. Contribute to smooth file progression from opening through closing.

Requirements

• High School diploma or equivalent required.
• 1+ year of title processing or relevant industry experience preferred.
• 1+ year of customer service experience preferred.
• Experience with ResWare preferred.
• Proficiency in Microsoft Word, Outlook, and Excel.
• Excellent oral and written communication skills.
• Strong attention to detail and organizational skills.
• Ability to work under pressure and meet deadlines while maintaining professionalism.
• Ability to work independently and complete assignments within prescribed procedures.
• Strong problem-solving skills.
• General understanding of title procedures and real estate transactions.
• Ability to manage multiple tasks in a fast-paced environment.
• Working on-site at assigned office location.
• Regular and punctual attendance adhering to schedule established by leadership.
• Sedentary work in a stationary position at a cubicle for prolonged periods of time.
• Constant repetitive motions required for operating a computer, such as typing and managing phone calls.
• Constantly communicating effectively verbally in English, including accurately exchanging information with others following identification of correct procedures.
• Light lifting and carrying (up to 20–25 lbs.).
• 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

• 1+ year of title processing or relevant industry experience preferred.
• 1+ year of customer service experience preferred.
• Experience with ResWare preferred.

Responsibilities

• Monitor Premier Services queues in ResWare and Outlook email inboxes.
• Route and respond to items according to internal workflow matrices and service standards.
• Process incoming title work, bringdowns, loan amount and loan number changes, address updates, property type revisions, tax updates, and related requests.
• Ensure timely handling of assigned tasks in accordance with internal SLAs.
• Answer inbound phone calls and direct inquiries to the appropriate team member.
• Respond to client and stakeholder inquiries via phone and email in a timely and professional manner.
• Provide status updates regarding title clearance and document revisions.
• Maintain detailed and accurate records of customer interactions.
• Handle complaints or concerns professionally and escalate when necessary.
• Uphold company standards for service excellence and client satisfaction.
• Support both refinance and purchase transactions.
• Coordinate communication among loan officers, processors, borrowers, attorneys, vendors, and realtors.
• Assist with document review and processing to ensure accuracy and completeness.
• Contribute to smooth file progression from opening through closing.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED