De-Escalations Manager (On-site)

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.

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 serving as the central contact for homeowner issues and consistently turning escalated interactions into positive customer experiences through exceptional customer service. This position involves analyzing customer feedback, identifying trends and implementing strategies to improve the customer service processes and minimize futures escalations.

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.

Qualifications and Education Requirements

• 5 years of industry experience.
• 6+ years of inbound and/or outbound customer experience.

Skills, Abilities, and Knowledge

• Strong verbal communication skills; strong writing and composition abilities.
• Customer focused with ability to demonstrate empathy towards homeowners concerns, provide clear/concise information, and successfully turn escalated situations into positive, resolution-driven customer experiences.
• 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.

Additional Information:

While this description is intended to be an accurate reflection of the position’s requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.

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.

Why Newrez

We’re a great place to work because we invest in what matters: your career, your community, your wellbeing, and your future. Our total rewards package is designed to support your whole self.

Company Benefits:

We offer benefits, programs, and perks that support you in every aspect of your life.

• 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)
  

Equal Employment Opportunity 

We're proud to be an equal opportunity employer- and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.

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