Who We Are
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.
POSITION SUMMARY
The Client Specialist PFC is responsible for assisting in overseeing a specified work contract and portfolio. This role assists in identifying and addressing loan-level issues, questions, and escalations from internal departments and external clients. The Client Specialist PFC handles client-specific projects and requirements, assists with addressing client compliance issues, and manages client inquiries and communications while helping to maintain client standards and relationships.
DESCRIPTION
Essential Functions, Duties, and Responsibilities
Client Communication and Relationship Management
- Assist in ensuring all client correspondence, including phone calls and emails, is responded to in a timely and effective manner.
- Track all client correspondence and provide updates that clearly communicate the resolution of the associated issue, addressing the who, what, when, how, and why of the inquiry.
- Assist in maintaining positive client relationships and overall contract health.
- Coordinate and handle loan-level client communications and calls whenever possible.
- Participate in and contribute to client meetings and management-level calls.
- Address client communications and inquiries independently to support operational teams and ensure timely completion of work assignments.
- Address client complaints and administrative requests by providing resolution, clarification, or additional information as appropriate.
Client Reporting and Compliance
- Ensure assigned client update sheets are detailed, accurate, well-supported, and client friendly.
- Convey assigned reporting information to clients in a timely manner, including client portal task assignments and other required reporting.
- Assist in addressing client compliance issues with supervisors and other departments as they arise.
- Monitor client escalations, client requests, client tasking, and client status or bid orders as assigned.
Operational Coordination
- Assist supervisors in identifying potential escalations to proactively resolve issues without delay.
- Communicate client directives clearly and effectively to internal departments to ensure expectations are understood and met.
- Collaborate with internal departments to support client requirements and maintain service standards.
Operational Performance and Compliance
- Deliver high-quality, accurate work while meeting established deadlines.
- Maintain professionalism and effective communication with internal and external stakeholders.
- Follow company policies, procedures, and client requirements.
- Ability to effectively and accurately convey information to others.
- Performs related duties as assigned by management.
Qualifications and Education Requirements
- High School Diploma or equivalent required.
- One (1) year of property preservation experience desired.
- One (1) year of client-facing experience desired.
- Prior outside sales and customer service experience preferred.
- Bilingual skills desired.
Skills, Abilities, and Knowledge
- Excellent communication and interpersonal skills.
- Proficiency in Microsoft Word, Outlook, and Excel.
- Experience working in Aspen Grove Solutions desired.
Work Environment and Physical Requirements
- 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.
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.