At Newrez, we bring big thinkers and caring doers together to make home happen. We’re a team built on heart and hustle, united by a commitment to show up for our customers, our communities, and each other. We believe that when our people thrive, homeowners thrive – and that’s why we invest in your growth, wellbeing, and ability to make an impact.
Every day, we work to exceed the expectations of our residential mortgage borrowers and business partners through superior service, simple processes, and clear communication. We do this by empowering our employees, encouraging innovative solutions and recognizing great performance.
Primary Function
Designed specifically for recent college graduates, the TRAIL (Tools Required for Advancement Into Leadership) program is a 12-month rotational leadership-development program that enables recent college graduates to gain practical, on-the-job leadership and management skills. TRAIL Operations Specialists are not interns, they are full-time employees, earning a competitive salary with benefits while being provided hands-on experience and mentorship from the assigned business area. The main objective of our program is to help strengthen the future leadership of the company by building a foundation in process improvement, presentation and leadership skills.
The Servicing Default TRAIL Operations Specialist will get immersed in the following areas:
- Loss Mitigation – Negotiating
- Loss Mitigation – Team Lead/Performance
- Compliance
The TRAIL program will begin July 2027.
Principal Duties
- Handle inbound and outbound phone calls supporting homeowner questions and engaging in loss mitigation workout assistance.
- Analyze operational processes, identify trends and risks to develop recommendations to enhance efficiency and customer outcomes.
- Assist with regulatory, agency, investor, and operations change management activities, including impact assessments, implementation tracking and validation activities.
- Monitor operational performance metrics, service-level agreements, ad reporting to identify potential risks and support continuous improvement efforts.
- Performs assigned duties, under direction of experienced personnel, to gain knowledge and experience required for promotion to a management position. These duties will involve decisioning in real world account management scenarios.
- Performs business analyses and provides recommendations to leadership for business and process changes
- Receives training and performs duties in several functions in order to become familiar with line and staff functions, management viewpoints, company policies, and best practices
- Observes experienced workers to acquire knowledge of methods, procedures, and standards required for performance of departmental duties.
- Help champion the Process Improvement discipline within the organization and implement the steps and tools necessary to successfully complete projects.
- Will be required to attend company sponsored training classes and attain certain certifications.
- Performs related duties as assigned by supervisor.
Education and Experience Requirements
- Bachelors Degree from accredited college or university
- Degree in Business Management, Business Administration, Finance, Communications, Risk Management, Compliance or related discipline preferred.
Knowledge, Skill, and Ability Requirements
- Ability to learn and understand complex operations and regulatory processes.
- Customer-focused mindset with a desire to improve the customer experience.
- Excel in a team-oriented, collaborative environment while contributing to the creation, design, and implementation of value-add business strategies that affect current operating practices and company policy.
- Be able to clearly articulate and present ideas and findings to a varied audience, including the operations staff and senior leadership.
- Excellent written and verbal communication skills
- Proficiency in quantitative analysis
- Ability to adapt
- Willingness to learn
- An entrepreneurial business mindset.
- Strong business communication skills with an ability to work well in a collaborative environment.
- Strong attention to detail and an ability to multi-task, respond well to pressure and deadlines, and work well individually and in a collaborative environment.
- Strong skills in Excel and/or Tableau (charts, graphs, pivot tables, formulas, macros etc.).
- Experience with PowerPoint and Visio a plus.
Applicants must be legally authorized to work in the United States. Newrez does not consider visa sponsorship for early career program opportunities. Applicants who require sponsorship now or in the future are not eligible for this position, this includes applicants with a temporary work authorization such as F-1 students on OPT or STEM OPT.
While this description is intended to be an accurate reflection of the position’s requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.
