Homeowner Support Specialist (On-site)
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.
POSITION SUMMARY
The Loss Mitigation Specialist I role is responsible for establishing contact, communicating, and negotiating with borrowers, investors, and real estate agents, via verbal and written means, to resolve at-risk mortgages. In addition, the Loss Mitigation Specialist I will review, counter, and approve loss mitigation deals within their delegated authority.
DESCRIPTION
Duties and Responsibilities
- Handles multiple mortgage products that are 60+ days delinquent, as governed by investor, departmental and legal guidelines.
- Handles inbound and outbound calls supporting homeowner questions and helping homeowners to become engaged in loss mitigation workout assistance.
- Makes calls to borrowers, borrowers’ authorized representatives, and brokers.
- Analyzes financial statements, tax returns, credit reports, and the value of the collateral in order to determine and recommend the most feasible and appropriate workout to the customer.
- Addresses any borrower questions or concerns. Handles escalated files appropriately by providing an articulate and complete response.
- Contributes to the progress of the department by understanding the measurements used to define success and how they can positively impact those measurements.
- Ensures compliance with company policies and procedures.
- Performs related duties as assigned by management.
Qualifications and Education Requirements
- High school diploma or equivalent, required.
- Bachelor’s degree, preferred.
Skills, Abilities, and Knowledge
- Ability to obtain and maintain ongoing Mortgage Loan Originator License.
- Proficient in Microsoft Word and Excel.
- Excellence in consulting and advising customers via telephone and written communication.
- Understanding of debt collections in any stage of delinquency.
- Loss Mitigation, Collections, Foreclosure, Bankruptcy and Real Estate Owned (REO) experience preferred.
- Portfolio management, strong organizational skills, and attention to detail.
- Comfortable talking on the phone for extended periods.
- Okay with sitting for extended periods of time.
- Comfortable working on a computer for extended period of time, including typing and viewing a screen.
REVISION HISTORY
Last Updated: 6/17/2025
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.
