Newrez LLC

Manager

• Own optimization or priority web journeys, including cloud pages, product pages, and entry points info form flow.
• Identify friction, drop-off, and intent mismatches across journeys and translate them into prioritized opportunities.
• Improve alignment between primary acquisition channels (Paid Search, Email, Organic/Website) and on-site experiences to strengthen message match and conversion.
• Partner with Product and UX teams to evolve form entry experiences over time.
• Implement an integrated SEO strategy in partnership with the SEO team to ensure web journeys support organic discovery and clear intent signaling.
• Help align page structure, content hierarchy, and internal linking to support both rankings and conversion goals.
• Balance on-site optimization efforts to avoid trade-offs between traffic quality and conversion performance.
• Drive a mobile-first mindset across owned web experiences, with a focus on clarity, usability and speed.
• Work with UX/UI to ensure layouts, content structure, and interactions reflect real customer behavior.
• Surface mobile-specific insights that impact engagement and conversion.
• Lead structured optimization efforts across journeys, including iterative improvements and targeted testing where appropriate.
• Define hypotheses, success metrics, and learning goals prior to changes.
• Balance near-term improvements with foundational journey enhancements.
• Use analytics, behavioral data, and qualitative insights to inform decisions and prioritization.
• Partner with Analytics to ensure journey performance, key actions, and attribution continuity are measured accurately.
• Help surface tracking and attribution gaps that impact understanding of customer behavior across journeys.
• Work closely with UX/UI, Product, Development, Analytics, SEO, Paid teams and partners.
• Act as a bridge between marketing intent, search strategy, and on-site execution.
• Communicate plans, progress, and learnings clearly to stakeholders and leadership.

Manager – Web Journey Optimization

Director

• Own and manage all major customer insight programs, including STRATMOR (Originations & Servicing) and J.D. Power (Servicing, Originations, Digital).
• Oversee the integrity of all survey inputs, including methodology, sampling, attribution, scoring, and benchmarking.
• Partner with Data & Analytics to ensure accurate ingestion, transformation, and governance of all external and internal VOC datasets.
• Integrate survey results with internal feedback channels (complaints, QA insights, call analytics, digital telemetry, and agent feedback) to create a unified view of the homeowner experience.
• Analyze survey performance to identify key score drivers, journey friction, operational breakdowns, and experience opportunities.
• Lead benchmarking and longitudinal analysis across STRATMOR, J.D. Power, and internal VOC sources.
• Conduct root cause analysis to ensure insights are precise, meaningful, and actionable.
• Produce clear, structured insight deliverables (dashboards, diagnostics, narrative summaries) that support strategic and operational decisions.
• Serve as the organization’s central liaison for homeowner insights, connecting Customer Experience with Originations, Servicing, Digital, Marketing, Compliance, and executive leadership.
• Facilitate recurring insight reviews that create shared understanding and alignment around key findings.
• Present insights in compelling, executive ready narratives that elevate clarity and accelerate decision making.
• Work with business partners to define, prioritize, and execute action plans based on STRATMOR and J.D. Power results.
• Oversee closed loop action frameworks that translate insights into measurable improvements.
• Tie insights to key enterprise outcomes such as JD Power ranking improvements, operational efficiency gains, digital task completion success, and customer loyalty.
• Maintain transparent visibility into progress through roadmaps, performance dashboards, and leadership updates.

Director – Homeowner Insights

Digital Marketing

• Diagnose business needs across Wholesale, JV, Retail, and Correspondent channels.
• Translate business needs into clear digital marketing requirements and success metrics.
• Build strong cross-functional relationships.
• Identify and optimize authenticated web and mobile app experiences.
• Ensure digital experiences support cohesive performance across various traffic channels.
• Partner across teams to align priorities and define project scope.
• Monitor performance of key initiatives and surface insights.

Digital Marketing Manager

Product Marketing

• Own product positioning, value propositions, and core messaging across all mortgage products and programs including niche product teams: Affordable, Non-QM, Renovation, Builder, Condo, Diversity Lending, etc.
• Translate complex product details into simple, actionable messaging for borrowers, loan officers, brokers, account executives, and B2B partners.
• Partner closely with Direct to Consumer, Retail/JV and Wholesale Marketing Directors to support channel-specific sales enablement, marketing campaigns and initiatives.
• Identify and pilot new and creative ways to distribute product messaging, including: Physical collateral (flyers, one-pagers, desk drops, mailers), Short-form and long-form video, SMS, and mobile-friendly formats, Event, roadshow, and in-person materials.
• Execute go-to-market plans for product launches and enhancements, ensuring channel readiness and clarity.
• Manage timelines, approvals, and coordination across Product, Legal, Compliance, Creative, and Channel Marketing.
• Establish practical workflows, templates, and standards to improve speed, clarity, and consistency.
• Serve as the primary marketing point of contact for product-related requests and launches.
• Present to channel leaders, executive management with status updates on product launches, relevant campaign performance, content usage, conversion, portfolio and/or market opportunities, and other related metrics.
• Operate with a strong bias toward action and problem-solving in a fast-paced environment.
• Ability to effectively and accurately convey information to others.

Director of Product Marketing

Customer Support

• Follow all security guidelines and comply with all components of our privacy and security policies.
• Field incoming help requests from end users via telephone, e-mail or help desk portal in a courteous manner.
• Document all pertinent end user identification information, including name, department, contract information, and nature of problem or issue.
• Build rapport and elicit problem details from help desk customers.
• Prioritize and schedule problems.
• Handle escalated problems from less experienced staff.
• Resolve all routine and most non-routine problems, escalating only most serious issues to the senior technician.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Ability to effectively and accurately convey information to others.
• Performs related duties as assigned by management.

Service Desk Support Specialist

Compliance

• The Regulatory Correspondence Specialist III is accountable for handling Qualified Written Requests and Disputes submitted to Regulatory agencies.
• Review all escalated written inquiries, disputes, and complaints from borrowers or their authorized representatives.
• Research and resolve issues, and provide formal written responses within prompt deadlines.
• Deal and speak directly to Regulatory Agencies and escalated borrowers to identify areas of their issue and de-escalate the complaint or dispute.
• Work with various department leaders within the company to investigate and resolve issues for the consumer.
• Responsible for the outreach and communication to consumers when needed after the complaint is received.
• Communicate in writing with a synopsis of the complaint/resolution to executives and senior leadership in a professional manner.
• Conduct meetings for root cause discussions, as needed.
• Monitor the mailbox and web portals to ensure complaints are logged within 24 hours of receipt and responded to within deadlines.
• Handle legal risk complaints such as bankruptcy, foreclosure, allegations of UDAPP, attorney complaints, monetary compensation, threatening lawsuits, etc.
• Update and maintain the database for written complaints with details for tracking and reporting purposes.
• Collaborate with internal departments to obtain complaint resolution and corrective action.
• Liaise between Legal and Clients, when needed.
• Correspond in writing and verbally with Regulatory Agencies (federal, state, and local level).
• Prioritize and complete tasks according to escalated regulatory deadlines.
• Research the consumer’s loan to determine the problem and next steps toward resolution.
• Identify root causes and direct internal business owners a corrective action plan for resolution to prevent future complaints.
• Make outbound calls to discuss resolution and confirm satisfaction with the consumer.
• Ensure the necessary actions or corrections are made to the accounts to resolve disputes, complaints, and inquiries.
• Compose written responses to borrower’s (or their authorized representatives) providing final resolution to regulatory agencies.
• Provide guidance to other team members to resolve complaints.
• Review written responses from other writers to ensure accuracy of information, response addressing the complaint content, and clarity of information provided.
• Assist leadership with follow-up escalations or provide additional information to the Examiners.
• Provide daily reporting on the open regulatory complaints.
• Mentor and train Regulatory Correspondence Specialists I and II.
• Communicate with Senior Leadership for all regulatory complaints and corrective actions.
• Become a subject matter expert in at least two main areas of Homeowner Advocacy Dispute classes.

Regulatory Correspondence Specialist III

Operations

• Works with the Loss Mitigation team to optimize attendance, schedules, PTO requests, setup new hire profiles and monitor dialer campaigns daily.
• Undertakes special projects related to departmental activities and performs other duties as assigned.
• Contributes to the progress of the department by understanding the measurements used to define call handling success and how they can positively impact those measurements.
• Ensures compliance with company policies and procedures.
• Tracks attendance based on WFM call in line and RTA observation for multiple teams/departments/sites.
• Intraday real time monitoring of KPI’s for all workgroups and sites.
• Drives real time adherence to achieve maximum FTE efficiencies.
• Create schedules for all staff including trainings, meetings, breaks, lunches, and town hall events.
• Set up new hire profiles in WFM platform and CXONE Contact Center to reflect real time activity.
• Actively optimizing staff schedules based on forecast, attendance, and planned events.
• Create Ad Hoc reporting as necessary.
• Routinely reviewing all current PTO requests.
• Communicate changes to incoming call patterns to Senior Leadership.
• Manage campaigns throughout the day for optimized pacing and timely completion.
• Conduct new champion challenge strategies.
• Conduct regular checks on all telephony reporting, verifying that data is reporting as designed/expected and identifying opportunities for improvement.
• Communicate any issues that may affect the business to management in advance or immediately upon any discoveries of issues.
• Ensure that trunk lines/licensing are available for business continuity.
• Performs related duties as assigned by management.

WFM and Dialer Operations Specialist

Consultant

• Engage with consumers, determine their needs, and offer the appropriate product.
• Take mortgage loan applications and prepare effective loan proposals.
• Provide superior customer service.
• Meet monthly production goals.
• Stay informed of developing trends in the mortgage industry.
• Attend/assist with scheduled meetings, training sessions and courses.
• Maintain compliance with the Newrez Code of Conduct.
• Performs related duties as assigned by management.

Junior Mortgage Consultant

Administration

• Administer and maintain the ResWare platform, including workflows, templates, business rules, roles, and permissions
• Configure and manage file types, products, milestones, automation rules, and task management
• Manage user setup, security roles, and access controls in accordance with company policies
• Design, implement, and optimize workflows to support lender services operations and SLAs
• Identify opportunities to automate manual processes and reduce operational friction
• Maintain integrations with third-party vendors, lenders, underwriters, and internal systems
• Ensure accuracy, consistency, and integrity of data across the ResWare platform
• Build and maintain reports, dashboards, and operational metrics for leadership, operations, and compliance
• Serve as the primary point of contact for ResWare system issues and enhancement requests
• Train new users and provide ongoing training, documentation, and job aids for existing staff
• Collaborate cross-functionally with Operations, Accounting, Compliance, and IT teams.

ResWare Administrator

Software Engineer

• Lead engineering efforts for enterprise IAM technologies including SailPoint, PAM, MFA, SSO, and AD.
• Design and implement scalable identity lifecycle management solutions.
• Develop automation scripts and tools to streamline IAM operations and provisioning processes.
• Collaborate with cross-functional teams to integrate IAM solutions with business applications and cloud platforms.
• Ensure IAM systems are audit-ready and compliant with regulatory requirements (SOX, GLBA, FFIEC, NYDFS).
• Support the VP of IAM in strategic planning and execution of identity modernization initiatives.
• Manage engineering team performance, development, and delivery of IAM solutions.
• Maintain documentation for IAM architecture, tools, and processes.
• Perform related duties as assigned by management.

Director, Identity and Access Management Engineering

Accounting Manager

• Prepare monthly cashbook and test of expected reconciliations for various investor custodial accounts
• Review reconciliations performed by Investor Accounting Analyst and Investor Accounting Analyst II
• Research and resolve loan and account variances and clear accounts in accordance with investor and regulatory guidelines
• Work with Investor Reporting team to resolve items within the investors' accounts
• Maintain and follow procedures and controls within the monthly process
• Assist with internal and external audits
• Investigate, reconcile, and provide timely resolution to all investor issues and reconciliation exceptions
• Research operational, reporting, or data issues and present solutions or process improvements to management
• Develop and enhance operational procedures