Support Specialist – Customer Service

Role Overview

• Process incoming mail, FedEx deliveries, and original documents
• Distribute and route documents appropriately to ensure timely handling
• Maintain accurate tracking of received and processed documents
• Monitor Customer Service queues in ResWare and assigned Outlook inboxes
• Assist with processing bringdowns, loan amount and loan number changes, address and property type revisions, tax updates and revisions, and other assigned requests
• Provide title processing backup support as needed
• Respond to inquiries via phone, email, and in-person in a timely and professional manner
• Route inbound calls to the appropriate department or team member
• Provide status updates regarding title clearance, document revisions, and related matters
• Maintain detailed and accurate records of client interactions and communications
• Handle customer complaints or concerns professionally and escalate when necessary
• Ensure client satisfaction while upholding company service standards.

Requirements

• High School diploma or equivalent required
• 1+ year of relevant industry experience preferred
• Experience with ResWare preferred
• Excellent oral and written communication skills, including ability to effectively communicate with internal staff and external customers via phone and email
• Strong attention to detail
• Ability to work under pressure and meet deadlines while maintaining a positive attitude and delivering exemplary customer service
• Ability to work independently and complete assignments within prescribed routines and standard accepted practices
• Proficiency in Microsoft Word, Outlook, and Excel
• Understanding of title procedures and customer service best practices.

Benefits

• 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
• 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)