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 Home Loan Advisor is a hybrid mix of Sales and Customer Service and has the opportunity to work with a large selection of Benefit Identified customers via our Customer Service queues. As a fully trained professional with general servicing tasks – the Home Loan Advisor offers a wide range of Refinance products to Newrez and Shellpoint serviced customers – without having to transfer them to another department. This Specialty role is the epitome of the most elite cross-trained professionals. The Home Loan Advisor is responsible for completing the 20-hour course and passing the Safe exam. They will be originating mortgage products directly to customers through leads and centralized telemarketing channels after passing the Safe Exam. This role is responsible for maintaining loan production at or above minimum loan volume and quality targets.

Direct Reports

• N/A

Principal Duties

• Demonstrate positivity, courtesy, and helpfulness when dealing with every homeowner.
• Use a blend of manual and automated calling strategies to locate past due homeowners, contact them, identify their issues, and set up customized payment strategies that cure their delinquencies.
• Develop workable payment solutions that satisfy both our clients/investors and our company.
• Handling inbound Customer Service calls, assisting with an assortment of questions from website assistance, escrow to processing payoffs.
• Process homeowners’ mortgage payments.
• Convert inbound Servicing Calls by offering refinance products to current eligible customers.
• Achieve company performance goals and servicing department KPIs.

• Meet minimum Submission to Processing (STP) volume goals.
• Inputs all borrower information into the 1003 (LOS).
• Review and understand AUS findings in detail and ensure that supporting borrower documentation (i.e. income, assets, liabilities and credit) match the information provided on the 1003.
• Provide guidance to borrowers on loan processing flow.
• Ensure federal and state required compliance expectations are met in include LE documentation is signed at time of application or has been mailed to the client for signature within 3 days of application interview.
• Lock loan in H2O, ensuring lock meets offered rate and covers estimated closing date.

• Mortgage loan production at/above required volumesPerforms related duties as assigned by management.

Education and Experience Requirements

• High school diploma or equivalent, required.
• Minimum of 6 months mortgage servicing experience.
• Must be able to pass a federal background check.
• Must be able to pass the SAFE exam and meet all licensing requirements.
• Bachelor’s degree, preferred.

Knowledge, Skill, and Ability Requirements

• Excellent communication skills and ability to work with a diverse team.
• High Level interpersonal and persuasion skills.
• Ability to overcome objections.
• Ability to multi-task.
• Outstanding negotiation and telephone communication skills.
• The ability to maintain professional conduct with people of any mood or personality type.
• Excellent reasoning and research skills; the ability to see the “big picture” and manage the details.
• The ability to safeguard confidential customer and company information.
• A solid work ethic, high integrity, a positive attitude, and strong attention to detail.

• The ability to follow instructions but work with minimal direct supervision.
• Excellent keyboard skills.
• Proficiency with Microsoft Windows-based computers and Microsoft Office software (Word, Excel, Outlook, etc.).

• Sales experience a plus.

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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