Newrez LLC

De-Escalations Manager

Newrez LLC

full-time

Posted on:

Location Type: Office

Location: Houston • Arizona, North Carolina, South Carolina, Texas • 🇺🇸 United States

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Job Level

Mid-LevelSenior

About the role

  • Handles second level calls from homeowners requesting to speak to management
  • Research customer complaints to determine root cause of issue
  • Serves as point of contact through issue/complaint resolution
  • Provides feedback to departmental leaders on customer facing issues
  • Handles first level contact for repeat callers to determine source of continued interactions
  • Performs related duties as assigned by management.

Requirements

  • 5 years of industry experience
  • 6+ years of inbound and/or outbound customer experience
  • Strong verbal communication skills
  • Strong writing and composition abilities
  • Customer focused with ability to demonstrate empathy towards homeowners concerns
  • Strong interpersonal skills with the ability to develop and maintain effective relationships
  • Strong influencing and negotiation skills
  • High learning agility
  • Strong analytical skills & problem-solving abilities
  • Effective at managing multiple priorities under tight deadlines
  • High degree of professional maturity and integrity
  • High degree of business acumen and strong technical aptitude
  • Strong Microsoft Office skills.
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
  • Pet insurance
  • Adoption Assistance
  • Tuition reimbursement
  • Employee Loan Program
  • The Newrez Employee Emergency and Disaster Fund
  • 1 Volunteer Time Off (VTO) day
  • Employee Matching Gifts Program
  • Newrez Grants Program

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer experienceanalytical skillsproblem-solving abilitiesnegotiation skillsbusiness acumentechnical aptitudeMicrosoft Office
Soft skills
verbal communicationwriting and compositionempathyinterpersonal skillsrelationship developmentinfluencing skillslearning agilitymanaging multiple prioritiesprofessional maturityintegrity