Newrez · 1 day ago
Supervisor Performing Loan Servicing (On-site)
Houston, TX
Full-time
Onsite
Mid, Senior Level
6+ years expNewrez is dedicated to exceeding the expectations of residential mortgage borrowers and business partners through superior service. The Supervisor Performing Loan Servicing is responsible for managing customer service and collections functions, guiding a team of 10-15 employees to meet production expectations and maintain quality service.
FinanceFinancial Services
Responsibilities
Responsible for maintaining a staff of approximately 10-15 employees
Provide guidance and leadership and mentor staff to develop and reinforce skills and effectiveness
Monitor inbound call production and performance results. Ensure staff stays within defined production expectations (e.g., inbound call loop, etc.)
Correct errant activity and provide feedback, when appropriate
Track daily results of work efforts to ensure required levels of production and efficiency are achieved
Meet all department KPI’s (AHT/EVPH/Quality Composite/Transfer Rate/Adherence/Refi Referrals
Address employee relations issues with staff as necessary
Assist the audit department by performing random sample audits of account records
Supplement the efforts of our Audit Staff by randomly monitoring live calls as needed
Monitor auto-dialer campaigns and collectors’ manual calling efforts
This individual must be flexible and able to work different hours/shifts, if needed
Must be a good motivator, self-driven, and willing to do what it takes to 'get the job done'
Cross-train in different departments (loan servicing, performing, consumer etc.)
Monitor reports and reviews for the cross-functional areas (loan servicing, inbound, performing, consumer)
Work with WFM Team to oversee phone skills and toll-free numbers
Monitor Paid Time Off (PTO) for team in coordination with the work schedule
Monitor daily reports and send out daily report updates to the team
Performs related duties as assigned by manager
Qualification
Required
High school diploma or equivalent, required
6+ years' experience in finance, collections, customer service, or a related industry
Previous management experience or current participant in our internal management training series
Managerial skills including strong organizational, communication, and leadership skills
Ability to train and motivate employees
Ability to manage data to maximize work efforts
Excellent overall computer skills
Short learning curve
This individual must be flexible and able to work different hours/shifts, if needed
Must be a good motivator, self-driven, and willing to do what it takes to 'get the job done'
All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Okta Verify and Microsoft Authenticator. Employment will be contingent on this requirement
Preferred
Bachelor's degree, preferred
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 is a new program to support our team members
1 Volunteer Time Off (VTO) day, company-paid volunteer day where all eligible employees may participate in a volunteer event with a nonprofit of their choice
Employee Matching Gifts Program: We will match monetary employee donations to eligible non-profit organizations, dollar-for-dollar, up to $1,000 per employee
Newrez Grants Program: Newrez hosts a giving portal where we provide employees an abundance of resources to search for an opportunity to donate their time or monetary contributions
Company
Newrez
Newrez is your mortgage partner for all stages of your homeownership journey. We offer hundreds of mortgage products to match your needs.
5001-10000 employees
H1B Sponsorship
Newrez has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (31)
2024 (12)
2023 (41)
2022 (3)
2021 (2)
2020 (6)
Funding
Current Stage
Late StageLeadership Team
Joshua Bishop
Chief Operating Officer, Servicing
B
Bruce Williams
Vice Chairman
Recent News
2026-01-14
2026-01-08
Company data provided by crunchbase