TRAIL Operations Specialist – Servicing Default Operations

Job Description

TRAIL Rising Leaders Program – Servicing Default | Newrez

The Tone:
This is a full-time, 12-month rotational leadership-development program at Newrez, located in Coppell, TX. Newrez is a residential mortgage company that brings together big thinkers and caring doers to make home happen, united by a commitment to customers, communities, and each other. This role is crucial for recent college graduates to gain practical, on-the-job leadership and management skills, thereby strengthening the company’s future leadership through foundational knowledge in process improvement, presentation, and leadership.

The TL;DR
• Role: Early Career
• Type: Full-time
• Location: In-person Coppell, TX

• Team: Servicing Default, with immersion in Loss Mitigation (Negotiating, Team Lead/Performance) and Compliance.
• 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 homeowner questions and assist with loss mitigation workout solutions.
• 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, tracking, and validation.
• Performance Monitoring: Monitor operational performance metrics, service-level agreements, and reporting to identify potential risks and support continuous improvement.
• Leadership Development: Perform assigned duties under experienced personnel, gaining knowledge and experience in real-world account management scenarios for future management positions.

The Must-Haves
• Background: Bachelor’s Degree from an accredited college or university. This is an early career role designed specifically for recent college graduates.
• Experience: Entry-level, with a preference for degrees in Business Management, Business Administration, Finance, Communications, Risk Management, Compliance, or related disciplines.
• Skills: Ability to learn complex operations and regulatory processes, customer-focused mindset, excellent written and verbal communication skills, proficiency in quantitative analysis, and strong attention to detail.
• Bonus: Strong skills in Excel and/or Tableau (charts, graphs, pivot tables, formulas, macros etc.), experience with PowerPoint and Visio, and an entrepreneurial business mindset.