Servicing Default TRAIL Operations Specialist

Job Description

TRAIL Rising Leaders Program – Servicing Default | Newrez

The Tone:
This is a full-time, early career leadership development role at Newrez, a residential mortgage company dedicated to helping people make home happen. Newrez brings together thinkers and doers to serve customers, communities, and each other through superior service and clear communication. This specific role is crucial for recent college graduates, designed to cultivate future leaders by providing hands-on experience and mentorship within the Servicing Default area, building a strong foundation in process improvement, presentation, and leadership skills for the company’s future.

The TL;DR
• Role: Early Career
• Type: Full-time
• Location: Not stated

• Team: Servicing Default team, reporting to experienced personnel and a supervisor
• Mission: To strengthen future company leadership by building a foundation in process improvement, presentation, and leadership skills.
• Tech Stack: Excel, Tableau, PowerPoint, Visio

What You’ll Actually Do
• Customer Support: Handle inbound and outbound phone calls to support homeowners and assist with loss mitigation workout assistance.
• Process Analysis: Analyze operational processes, identify trends and risks, and develop recommendations to enhance efficiency and customer outcomes.
• Change Management: Assist with regulatory, agency, investor, and operations change management activities, including impact assessments and implementation tracking.
• Performance Monitoring: Monitor operational performance metrics, service-level agreements, and reporting to identify potential risks and support continuous improvement efforts.
• Business Analysis: Perform business analyses and provide recommendations to leadership for business and process changes.

The Must-Haves
• Background: Bachelor’s Degree from an accredited college or university; Entry-Level, recent college graduate. Degree in Business Management, Business Administration, Finance, Communications, Risk Management, Compliance, or a related discipline is preferred.
• Experience: No specific years of experience required beyond being a recent college graduate. Demonstrated proficiency in quantitative analysis and skills in Excel and/or Tableau (charts, graphs, pivot tables, formulas, macros).
• Skills: Ability to learn and understand complex operations and regulatory processes, excellent written and verbal communication skills, customer-focused mindset with a desire to improve the customer experience, strong attention to detail, and ability to adapt and multi-task.
• Bonus: Experience with PowerPoint and Visio is a plus; an entrepreneurial business mindset.