Entry Level - Customer Service Representative

Job Summary

The Performing Loan Consultant supports Newrez homeowners across the full servicing lifecycle, from proactive outreach on past-due accounts to inbound customer service and payment processing. This role is best suited to a candidate who is dependable, professional, and motivated to grow into a long-term career in mortgage servicing. No mortgage background is required. Newrez and YUPRO Placement provide comprehensive training.

Key Responsibilities

• Demonstrate positivity, courtesy, and helpfulness when dealing with every homeowner.

• Use a blend of manual and automated calling strategies to locate past due homeowners, contact them, identify their issues, and direct them to a Client employee to set up customized payment strategies that cure their delinquencies.

• Direct homeowners to a Client employee to develop workable payment solutions that satisfy both our clients/investors and our company.

• Handle inbound Customer Service calls, assisting with an assortment of questions from website assistance and escrow to processing payoffs.

• Process homeowners’ mortgage payments.

• Offer and refer eligible homeowners for refinancing opportunities to the Originations department.

• Arrive at work on time for all shifts.

• Maintain reliable transportation to work, or comply with requirements for the remote work policy.

• Assist the Client with achieving its company performance goals.

• Take part in continuous training in company policies/procedures and industry regulations.

• Consistently represent the company in a positive and professional manner.

• Perform related duties as assigned by supervisor.

Qualifications & Expectations

• No mortgage or call center background required; professionalism, multitasking ability, and reliability matter most.

• Strong communication skills and comfort working in a high-call-volume, metrics-driven environment.

• Must pass two role-readiness assessments (80% or higher) during training to graduate to the production floor.

• Must pass background screening and, for this role, a credit check per Newrez requirements.

• Reliable transportation to the work site is required and verified prior to start.