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.

Essential Functions, Duties, and Responsibilities

• Review payment transaction history, escrow transaction history, escrow analysis, and loan documents to determine correct check amount and coordinates with the payee to reissue unclaimed funds.
• Perform due diligence on aged check volume by contacting payees of outstanding checks.
• Clear backlogged and future aged checks while adhering to regulatory and state requirements.
• Accurately input data into the Aged Check Workstation and Servicing System.
• Complete daily tasks through various forms of communication; written, verbal, and/or by phone.
• Utilize dispositioning platform to properly reflect the status of assigned accounts.
• Collect and append any required supporting documents, assisting with internal/external email inquiries, and track/monitor current and incoming volume.
• Act as a liaison with Accounting and Cash for check printing and ensuring payment amount and payee are accurate.
• Track, monitor and address exceptions and alert management of any issues.
• Monitor and prioritize workload queues to meet established service level agreements (SLAs) and departmental turnaround times.
• Help drive continuous improvement in program effectiveness, updates policy documents, presentations, and compliance support materials.
• Identify and review co-branded and third-party accounts.
• Research and resolve inquiries related to State Controller requests, vendor due-diligence letters, and unclaimed funds by researching aged check status, coordinating resolution efforts, validating ownership, and processing check reissues or aged check-related actions as appropriate.
• Upload and manage supporting documentation within the repository system, ensuring records are accurately maintained, properly indexed, and readily available for research, audit, and compliance purposes.
• Ability to review and process supporting documentation (e.g., SII requests, legal name change documents, trust documentation, and other ownership-related records)
• Perform related duties as assigned by management.

Qualifications and Education Requirements

• 2+ years customer support in mortgage, lending environment or related field.
• 2+ years experience in accounting or finance preferred.
• Experience with aged check processing, unapplied funds, or escheatment preferred.
• Experience with MSP, Servicing Director, Ring Central and high-volume payment processing experience preferred.

Skills, Abilities, and Knowledge

• Knowledge of aged check processes, due diligence requirements, unclaimed funds research, and payment resolution practices.
• Ability to document management systems to research payment status and resolve inquiries.
• Ability to manage escalations and collaborate cross-functionally with teams such as Escrow, Payoffs, Accounting, and Complaints.
• Knowledge of applicable regulatory requirements and company policies related to payment processing, customer outreach, record retention, and unclaimed property.
• Ability to interpret and analyze data and make recommendations based on findings.
• Plans and completes work effectively and efficiently, meets assigned deadlines, and makes sound decisions.
• Strong analytical and problem-solving skills with the ability to research issues, identify root causes, and recommend appropriate resolutions.
• Demonstrated ability to prioritize workload, manage multiple tasks, and adapt to changing business needs in a fast-paced environment.
• Requires excellent interpersonal, verbal, & written communication and organizational skills.
• Must be detail oriented.
• Previous mortgage servicing experience is preferred.

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.

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.

Employees and applicants acknowledge that this is not a remote role. Individuals in this role are required to be on-site to complete essential job duties, absent extenuating circumstances.

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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