TRAIL Rising Leaders Program - Customer Experience

Who We Are

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.

Principal Duties

• Work with the Customer Experience team to:
  A. Help identify opportunities and improve the customer experience across originations, servicing and digital
  B. Create a customer journey to solve pain points and improve the experience across an end to end experience

• Work with the brand team to:
  A. Help create communications that bring the brand to life across TV, audio, digital, and social
  B. Help evolve the brand strategy

• Work with the social team to:
  A. Create product campaigns that drive results
  B. Create content and influencer campaigns that drive engagement

• Performs assigned duties, under direction of experienced personnel, to gain knowledge and experience required. These duties will involve Homeowner interface and decisioning in real world account management scenarios

• Develop a detailed understanding of our customer base

• Understand the competitive and marketplace of our business

• Develop a detailed understanding of the strategies and tactics we use to market to customers

• Recommend and execute on recommendations to improve our overall marketing approach

• 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 Marketing, Communications, Business Administration, or Finance preferred

Knowledge, Skill, and Ability Requirements 

• Knowledge of social platforms

• Highly developed organizational and project/time-management skills with an ability to manage multiple priorities and meet multiple deadlines

• 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.)

• Strong technical skills and willingness to learn new programs (SQL., Salesforce, etc.)

• Experience with Canva, HTML, PowerPoint and Visio a plus

• Understanding of multiple brand structure and rules to enforce uniformity

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.

A good faith estimate of the compensation is:

53,700.00 - 86,520.00

Compensation for this position may also include other elements, including medical, financial, various paid time off benefits, and a bonus based on individual and company performance, variable or annual.

Placement within the range will be based on a variety of factors, including but not limited to, skills, experience, qualifications, location, etc.

Additional Information:

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.

All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Microsoft Authenticator. Employment will be contingent on this requirement.

Why Newrez

We’re a great place to work because we invest in what matters: your career, your community, your wellbeing, and your future. Our total rewards package is designed to support your whole self.

Company Benefits:

We offer benefits, programs, and perks that support you in every aspect of your life.

• Medical, dental, and vision insurance

• Health Savings Account with employer contribution

• 401(k) Retirement plan with employer match

• Paid Maternity Leave/Parental Bonding Leave/Caregiver Leave

• Adoption Assistance

• Tuition & Certification reimbursement

• Employee Mortgage Loan Program

• The Newrez Employee Emergency and Disaster Fund is a program to support our team members experiencing hardships

Newrez NOW:

Through Newrez NOW, our Corporate Social Responsibility program, you’ll have opportunities to give back, lead, and make a difference.

• 1 company-paid Volunteer Time Off day (with over 40,000 volunteer hours contributed since our inception)

• Matching Gifts Program - dollar-for-dollar up to $1,000

• Access to grants, nonprofit resources, and volunteer opportunities

• More than $6,000,000 donated since 2020

• 1 in 5 employees participates in at least one Employee Resource Group (ERG)

Equal Employment Opportunity

We're proud to be an equal opportunity employer- and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.

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