Solutions Consultant

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 Solutions Consultant is responsible for proactively managing loans in process that enter suspense status due to qualification issues, documentation gaps, or underwriting concerns. The role focuses on increasing pull-through, resolving loan-level challenges, and driving more loans to the closing table.

Essential Functions, Duties, and Responsibilities

• Actively monitors loans in suspense and identifies root causes preventing qualification.
• Collaborates with loan originators, processors, and underwriters to resolve issues and move loans forward.
• Provides strategic solutions to salvage loans that are at risk of fallout.
• Reviews daily pipeline reports to prioritize suspense loans based on age, value, and probability of recovery.
• Tracks resolution timelines and communicates progress to key stakeholders.
• Engages with borrowers and referral partners when needed to clarify documentation needs or resolve qualification concerns.
• Ensures communication is professional, clear, and aligned with Newrez standards.
• Identifies common suspense triggers and shares best practices to help prevent future issues.
• Maintains compliance with Newrez guidelines and regulatory requirements across all actions taken.
• Maintains accurate records of resolution steps and borrower communications.
• Works closely with operations, underwriting, and sales partners to streamline suspense resolution workflows.
• Participates in regular pipeline and suspense discussions to drive efficiency and outcomes.
• Tracks individual impact on pull-through rate, suspense resolution time, and loan recovery percentage.
• Contributes to overall production efficiency and team performance.
• Effectively and accurately communicates information to various stakeholders.
• Ability to effectively and accurately convey information to others.
• Performs related duties as assigned by management.

Qualifications and Education Requirements

• 3 years of experience in the mortgage industry.
• NMLS License required.
• Experience working with stop or LC action loans.

Skills, Abilities, and Knowledge

• Strong understanding of mortgage guidelines, loan structuring, and qualification criteria.
• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal abilities.
• Ability to work independently and manage multiple loans or scenarios simultaneously.
• Proficiency in Encompass, Excel, and Microsoft Office.
• Results-driven mindset with a focus on borrower experience and execution.
• Ability to collaborate cross-functionally and influence outcomes.

Work Environment and Physical Requirements

• Working on-site at assigned office location.
• Regular and punctual attendance adhering to schedule established by leadership.
• Flexibility to work occasional adjusted work schedules, overtime, and evening and/or weekend hours to meet deadlines or as business needs demand.
• Working in a cubicle hub, maintaining focus on phone calls in a noisy environment within earshot of multiple other conversations.
• 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.

A good faith estimate of the compensation is:

Compensation for this position may also include other elements, including medical, financial, various paid time off benefits, and a bonus based on individual and company performance, variable or annual.

Placement within the range will be based on a variety of factors, including but not limited to, skills, experience, qualifications, location, etc.

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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