TRAIL Operations Specialist – Servicing Default

Job Description

TRAIL Rising Leaders Program – Servicing Default | Newrez

The Tone:
This is a full-time, early career role at Newrez, a mortgage company dedicated to bringing big thinkers and caring doers together to make home happen. Newrez strives to exceed expectations for residential mortgage borrowers and business partners through superior service, simple processes, and clear communication. This specific role is part of the TRAIL (Tools Required for Advancement Into Leadership) program, a 12-month rotational development program designed to cultivate future leaders by building a strong foundation in process improvement, presentation, and leadership skills for recent college graduates.

The TL;DR
• Role: Early Career, recent college graduate
• Type: Full-time
• Team: Part of the Servicing Default department, working under the direction of experienced personnel and supervisors.
• Mission: To equip recent college graduates with practical leadership and management skills, strengthening the company’s future leadership through hands-on experience in process improvement, presentation, and operational management.
• Tech Stack: Excel, Tableau, PowerPoint, Visio

What You’ll Actually Do
• Customer Support: Handle inbound and outbound phone calls, providing support for homeowner questions and engaging in loss mitigation workout assistance.
• Process Improvement: 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, implementation tracking, and validation.
• Performance Monitoring: Monitor operational performance metrics, service-level agreements, and reporting to identify potential risks and support continuous improvement efforts.
• Leadership Development: Perform assigned duties under the direction of experienced personnel to gain knowledge and experience required for promotion to a management position, involving real-world account management decisioning.
• Business Analysis: Conduct business analyses and provide recommendations to leadership for significant business and process changes.

The Must-Haves
• Background: Bachelor’s Degree from an accredited college or university, specifically designed for recent college graduates. A degree in Business Management, Business Administration, Finance, Communications, Risk Management, or Compliance is preferred.
• Experience: This is an early career program for recent college graduates with no specific prior experience required. Participants will gain practical, on-the-job experience across Loss Mitigation (negotiating and team lead/performance) and Compliance.
• Skills: Ability to learn complex operations and regulatory processes, strong proficiency in quantitative analysis, excellent written and verbal communication skills, a customer-focused mindset, and strong skills in Excel and/or Tableau.
• Bonus: Experience with PowerPoint and Visio is considered a plus.