TRAIL Operations Specialist – Servicing Default Leadership Development

Job Description

TRAIL Rising Leaders Program – Servicing Default | Newrez

The Tone:
This is a full-time, early career role at Newrez, designed for recent college graduates to become future leaders. At Newrez, we bring together big thinkers and caring doers who are united by a commitment to show up for customers, communities, and each other. The company strives to exceed the expectations of residential mortgage borrowers and business partners through superior service, simple processes, and clear communication. This particular role is critical for strengthening the company’s future leadership by immersing participants in practical, hands-on experience and mentorship within the Servicing Default area, focusing on process improvement, presentation, and leadership skills.

The TL;DR
• Role: Early Career
• Type: Full-time
• Location: In-person, Not specified

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

What You’ll Actually Do
• Customer Engagement: Handle inbound and outbound phone calls to support homeowner questions and engage in loss mitigation workout assistance, applying decisioning in real-world account management scenarios.
• Operational Analysis & Improvement: Analyze operational processes, identify trends and risks, and develop recommendations to enhance efficiency and customer outcomes, helping to champion the Process Improvement discipline.
• Regulatory & Investor Change Management: Assist with activities related to regulatory, agency, investor, and operations change management, including conducting impact assessments, tracking implementation, and validating activities.
• Performance Monitoring & Reporting: Monitor operational performance metrics, service-level agreements, and ad hoc reporting to identify potential risks and support continuous improvement efforts across departmental functions.
• Leadership Development: Perform assigned duties under the direction of experienced personnel to gain knowledge and experience for promotion, conducting business analyses, and providing recommendations to leadership for business and process changes.

The Must-Haves
• Background: Bachelor’s Degree from an accredited college or university is required, with a preference for degrees in Business Management, Business Administration, Finance, Communications, Risk Management, Compliance, or related disciplines.
• Experience: This rotational program is specifically designed for recent college graduates, offering hands-on experience and mentorship; candidates must possess proficiency in quantitative analysis and strong skills in Excel and/or Tableau, particularly with charts, graphs, pivot tables, formulas, and macros.
• Skills: Ability to learn and understand complex operations and regulatory processes, a customer-focused mindset, excellent written and verbal communication skills with the ability to clearly articulate and present ideas to a varied audience including senior leadership, and an entrepreneurial business mindset.
• Bonus: Experience with PowerPoint and Visio is a plus.