Job Description

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.

Primary Function

The Business Operations Assistant provides support to the DTC Call Center staff and senior management through a variety of day-to-day activities. This position also has responsibility to perform reviews for adherence with the Telephone Consumer Protection Act (TCPA) policies.

Principal Duties

• Performs a variety of daily, weekly, monthly, and quarterly reports that impact the Call Center Division including but not limited to performance management, rankings, call center reporting, trending, and report inventory.
• Manage and support the DTC Operations mailbox including but not limited to:
• Answering general questions and escalation of request to other departments (as warranted)
• JIRA ticket creation on behalf of sales.
• Processing FHA case number requests and case cancellation requests.
• Processing VA LIN and Certificate of Eligibility requests.
• Perform all tasks related to the review of DTC Sales outbound solicitation calls for compliance with state TCPA call start and end times including but not limited to:
• Review of TCPA Outlier report identifying solicitation calls.
• Perform validation activities to confirm calls did/did not occur outside of state TCPA guidelines.
• Preparation of review results summary.
• Preparation and distribution of final monthly review results to individual Mortgage Consultants as well as their respective Sales Manager.
• Partner with to IT to ensure systematic solicitation flagging and dialing rules are working as expected.
• Provide support to the DTC Sales Call Center through administrative project focused responsibilities and other related duties as assigned by supervisor.
• Act as the liaison between internal/external audit and business management to ensure all audit findings are addressed with remediation plans implemented and validated within the required timeframe.
• Responsible for end to end assessments that identify operational and regulatory risks in addition to operational process gaps.
• Responsible for end to end workflow creation, preparation, and upkeep for all processes within Originations Sales, Call Center Division.
• Maintains Process, Policy and Procedures for the Originations Call Center Division
• Provides support for division-wide programs and special projects through research, idea generation, presentation development and execution
• Assists with training and development of direct team

Education and Experience Requirements

• High School Diploma or equivalent work experience
• Minimum 2 years previous work experience in Mortgage industry sales, processing or underwriting
• Basic computer and Microsoft Office skills.

Knowledge, Skill and Ability Requirements

• Ability to work independently with minimal supervision.
• Ability to multi-task and adapt quickly to change.
• Excellent oral, written, listening, and organizational skills
• Detail-oriented with efficient focus on work activities.
• Strong sense of responsibility for completing work quickly and accurately
• Ability to handle faster-than-average pace of activities
• Careful decision-making skill with ability to avoid mistakes
• Must work well in a team environment and as an individual contributor.
• Must demonstrate careful decision-making skills.

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.

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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