Homeowner Experience Manager (On-site)

Exceed the expectations of our residential mortgage borrowers & business partners through superior service, simple processes, and effective communications.

The Homeowner Experience Manager will be responsible for overseeing and enhancing the experience of homeowners throughout their mortgage servicing journey. The Homeowner Experience Manager will perform on-the-job training, coaching, monitoring, and performance management for the servicing team, ensuring that all aspects of loan servicing, payment management, and post-close support are executed efficiently and, in a customer,-centric manner. This role will focus on creating a seamless, positive experience for homeowners while addressing their needs, concerns, and inquiries promptly and professionally.

• Homeowner Journey Management:
  • Manage the entire servicing experience lifecycle for homeowners, ensuring Agents provide timely and clear communication regarding payments, account status, and other loan servicing-related matters.
  • Work with other departments to enhance the homeowner onboarding, payment setup, and post-close communications to ensure a smooth transition into the servicing phase.
• Customer Support and Issue Resolution:
  • Lead on-the-job training homeowner service representatives, providing guidance on best practices for resolving payment issues, escrow concerns, and loan inquiries.
  • Address escalated homeowner concerns or complex issues with a focus on quick resolution, empathy, and professional customer service.
• Homeowner Communication:
  • Develop and implement communication strategies to ensure homeowners receive regular updates on their loan status, payment reminders, and any changes to their account.
  • Collaborate with internal teams to ensure that all homeowner communications are clear, accurate, and timely.
• Experience Improvement and Process Optimization:
  • Continuously analyze homeowner feedback, complaints, and service interactions to identify areas for improvement.
  • Collaborate with servicing teams to streamline processes, reduce friction, and enhance overall satisfaction throughout the servicing journey.
• Data-Driven Insights:
  • Monitor and analyze customer satisfaction metrics such as Net Promoter Score (NPS), call resolution times, and other key performance indicators to evaluate and improve the homeowner experience.
  • Use data insights to drive decision-making around process improvements and customer support strategies.
• Collaboration with Internal Teams:
  • Work closely with servicing, collections, escrow, and compliance teams to ensure smooth coordination and execution of homeowner-related tasks.
  • Foster cross-functional relationships to ensure that the homeowner experience is consistent across all touchpoints.
• Training and Development:
  • Lead training initiatives for the homeowner servicing team, ensuring they have the tools, knowledge, and skills to provide excellent service.
  • Mentor, coach, and develop team members, providing ongoing feedback to ensure consistent performance.
• Performs related duties as assigned by management.

Qualifications and Education Requirements

• Bachelor’s degree, required.
• 5+ years’ experience in customer service.
• 2 years’ experience in a leadership role in mortgage servicing, loan servicing, or financial services.

Skills, Abilities, and Knowledge

• Strong understanding of mortgage servicing processes, including payment processing, escrow management, and customer servicing protocols.
• Excellent communication and interpersonal skills, with the ability to manage difficult conversations and resolve issues effectively.
• Proven leadership ability, with experience managing and mentoring teams.
• Strong problem-solving skills and the ability to think critically in a fast-paced, changing environment.
• Familiarity with mortgage servicing software and CRM systems.
• Experience with mortgage servicing platforms (e.g., Servicing Director, Black Knight, Ring Central, LoanSphere, etc.).
• Certifications or training in mortgage servicing or customer experience (e.g., CMS, Six Sigma).
• In-depth knowledge of industry compliance requirements (e.g., RESPA, TILA, FDCPA).

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 Okta Verify and Microsoft Authenticator. Employment will be contingent on this requirement.

Company Benefits:

Newrez is a great place to work but we are only as strong as our greatest asset, our employees, so we believe in rewarding them!

• 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

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.

CA Privacy Policy

CA Notice at Collection