{"id":1374496,"url":"https://alion.io/job/newrez-call-center-representativeheloc","title":"Call Center Representative(HELOC)","company":{"id":1803821,"name":"Newrez","domain":"newrez.com","url":"https://alion.io/company/newrez","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":75,"open_postings":6,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":32,"computed_at":"2026-10-03T05:45:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Tempe, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":36000,"max_usd":73000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":530},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":true}],"status":"live","first_seen_at":"2026-09-24T00:00:00Z","employer_posted_date":"2026-09-24","last_verified_at":"2026-10-04T01:31:14Z","board_verified":true,"closed_at":null,"days_open":10,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":10},"description":"Who We Are\nAt 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.\nEvery 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.\nPOSITION SUMMARY\nThe Specialty Customer Care Consultant is responsible for providing excellent customer service in a fast-paced call center. The Specialty Customer Care Consultant will handle inbound customer service-related calls as well as daily outbound calls. They will be primarily responsible for handling our special loan products for HELOC loans and Recast requests. This dedicated staff is highly skilled and trained in handling fraud prevention and solutions, identity verification via Socure, check validations, website troubleshooting, draw requests, explaining payment calculations, as well as collecting payments and providing paydown or payoff assistance.\nThis role will also be a Subject Matter Expert (SME) and handle internal transfers from Customer Service and Collections on Recast requests from homeowners. They will advise of proper steps/procedures, determine eligibility, collect principle curtailments and fees if eligible, and work with loan servicing to begin the process.\nOur Specialty Customer Care team is the face of our organization, and we are interested in hiring individuals that are fully committed to providing exceptional customer service.\nDESCRIPTION\nEssential Functions, Duties, and Responsibilities\nHandles inbound Customer Service calls, primarily assisting with HELOC loans and requests for Recasts as well as an assortment of questions from website assistance, identity verification, detecting and preventing fraud, check validations, processing payoffs/paydowns.\nDemonstrates positivity, courtesy, and helpfulness when dealing with every homeowner.\nProcesses homeowners’ mortgage payments or resolves any delinquency within department guidelines.\nFraud detection and prevention for all HELOC borrowers.\nServes as a SME and assists with Help Line calls to the dedicated HELOC and Recast skills.\nDetermines eligibility for homeowners requesting Recast of their mortgage, begin the process, and help resolve any issues that may arise.\nTakes part in continuous training in company policies/procedures and industry regulations.\nConsistently represents the company in a positive and professional manner.\nCross-trained on additional organizational functions, such as Loan Servicing and Special Loans work items\nAbility to effectively and accurately convey information to others.\nPerforms related duties as assigned by management.\nQualifications and Education Requirements\nHigh-school diploma or equivalent, required.\nBachelor’s degree, preferred.\n2-4 years’ mortgage servicing experience.\n1+ year of experience working with HELOC loan products or fraud prevention (preferred but not required).\nSkills, Abilities, and Knowledge\nStrong verbal communication skills; strong writing and composition abilities.\nStrong interpersonal skills with the ability to develop and maintain effective and professional relationships across the organization and with customers.\nStrong influencing and negotiation skills; consultative and collaborative work style.\nHigh learning agility with the ability to learn and integrate business variables and learn new systems and platforms.\nStrong analytical skills & problem-solving abilities; solid decision-making abilities coupled with sound judgment.\nEffective at managing multiple priorities under tight deadlines in a fast-paced, dynamic environment.\nStrong project management and time management capability.\nSelf-directed and comfortable working with ambiguity and uncertainty.\nHigh degree of professional maturity, integrity, ability to maintain confidential data and information.\nHigh degree of business acumen; strong technical aptitude.\nStrong Microsoft Office skills.\nHigh degree of business acumen; strong technical aptitude.\nStrong Microsoft Office skills.\nWork Environment and Physical Requirements\nWorking on-site at assigned office location.\nRegular and punctual attendance adhering to schedule established by leadership.\nFlexibility to work occasional adjusted work schedules, overtime, and evening and/or weekend hours to meet deadlines or as business needs demand.\nWorking in a cubicle hub, maintaining focus on phone calls in a noisy environment within earshot of multiple other conversations.\nSedentary work in a stationary position at a cubicle for prolonged periods of time.\nConstant repetitive motions required for operating a computer, such as typing and managing phone calls.\nConstantly communicating effectively verbally in English, including accurately exchanging information with others following identification of correct procedures.\nAdditional Information:\nWhile 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.\nAll 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.\nWhy Newrez\nWe’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.\nCompany Benefits:\nWe offer benefits, programs, and perks that support you in every aspect of your life.\nMedical, dental, and vision insurance\n\nHealth Savings Account with employer contribution\n\n401(k) Retirement plan with employer match\n\nPaid Maternity Leave/Parental Bonding Leave/Caregiver Leave\n\nAdoption Assistance\n\nTuition & Certification reimbursement\n\nEmployee Mortgage Loan Program\n\nThe Newrez Employee Emergency and Disaster Fund is a program to support our team members experiencing hardships\n\nNewrez NOW:\nThrough Newrez NOW, our Corporate Social Responsibility program, you’ll have opportunities to give back, lead, and make a difference.\n1 company-paid Volunteer Time Off day (with over 40,000 volunteer hours contributed since our inception)\n\nMatching Gifts Program - dollar-for-dollar up to $1,000\n\nAccess to grants, nonprofit resources, and volunteer opportunities\n\nMore than $6,000,000 donated since 2020\n\n1 in 5 employees participates in at least one Employee Resource Group (ERG)\n\nEqual Employment Opportunity \nWe'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.\nCA Privacy Policy\nCA Notice at Collection","description_format":"text","description_chars":7186,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Certification reimbursement","Retirement plans","Vision insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Mortgage Lending & Brokers","Real Estate"],"lifecycle":[{"event":"open","at":"2026-09-28T06:03:16Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 38 · green card filings: 17","filings_12m":38,"filings_prev_12m":11,"green_card_filings_12m":17,"median_offered_wage_usd":137500,"route":null,"cap_exempt":false,"checked_at":"2026-10-03T21:08:04+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":85,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.849,"p_room":1,"age_days":9,"expected_fill_days":32,"reasons":["conf:25","velocity","win:early","comp:junior"],"computed_at":"2026-10-03T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/newrez-call-center-representativeheloc","json_url":"https://alion.io/job/newrez-call-center-representativeheloc.json","meta":{"generated_at":"2026-10-04T02:55:14Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":4432,"day_limit":5000,"remaining_today":568,"minute_limit":60,"resets_at":"2026-10-05T00:00:00Z"}}}