Manager of De-Escalations

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.

The Manager De‑Escalations is responsible for leading the end-to-end de‑escalation function, ensuring effective resolution of complex homeowner concerns while driving a best-in-class customer experience. This role directly supports the Director in managing day-to-day operations and ensuring performance outcomes meet or exceed defined service, quality, and efficiency standards.

The Manager De‑Escalations oversees De‑Escalation Supervisors, who manage Team Leads and expert-level agents responsible for handling escalated customer interactions. This role is accountable for driving performance, identifying root causes of escalations, reducing repeat contacts, and implementing strategies to improve overall customer experience and operational effectiveness.

Essential Functions, Duties, and Responsibilities

• Provide leadership, direction, and development for De‑Escalation Supervisors and their teams.
• Oversee daily De‑Escalations operations, including call handling, case management, and resolution timelines.
• Ensure all escalated customer issues are resolved timely, accurately, and with a strong focus on customer experience.
• Establish and drive performance against key KPIs (quality, FCR, repeat escalations, customer satisfaction, productivity).
• Review daily, weekly, and monthly performance results; identify gaps and implement corrective actions.
• Analyze escalation trends, root causes, and repeat call drivers; develop and execute strategies to reduce escalation volume.
• Partner cross-functionally (Operations, Servicing, Compliance, Training, QA, WFM) to resolve systemic issues impacting customer experience.
• Drive continuous improvement initiatives to enhance processes, reduce inefficiencies, and elevate service delivery.
• Ensure consistent execution of de‑escalation best practices across all levels (Supervisor, Team Lead, Agent).
• Set clear performance expectations and accountability standards for leadership and front-line teams.
• Support hiring, development, and succession planning for Supervisors and Team Leads.
• Monitor and ensure adherence to company policies, procedures, and regulatory/compliance requirements
• Review customer complaints and high-risk cases to ensure appropriate handling and resolution
• Provide regular updates to senior leadership on performance, risks, and improvement initiatives
• Assist in developing and refining training, QA standards, and performance frameworks specific to de‑escalation work
• Ability to effectively and accurately convey information to others.
• Performs related duties as assigned by management.

Qualifications and Education Requirements

• High School Diploma or equivalent required; Bachelor’s degree preferred.
• 6–8 years of experience in customer service, escalations, mortgage servicing, or related industry.
• 3–5 years of leadership experience managing supervisors and/or multi-level teams.
• Experience in a call center or high-volume customer environment strongly preferred.

Skills, Abilities, and Knowledge

• Strong leadership and organizational skills with the ability to manage multiple levels of leadership
• Demonstrated ability to lead teams handling complex, high-risk customer interactions
• Strong analytical skills with the ability to identify trends, root causes, and actionable solutions
• Excellent verbal and written communication skills
• Ability to influence and collaborate across departments to drive outcomes
• Strong decision-making and problem-solving capabilities in a fast-paced environment
• High level of emotional intelligence and customer focus
• Ability to balance customer advocacy with business and regulatory requirements
• Proficiency in performance management and data-driven decision making
• Strong process improvement mindset with the ability to drive change
• Proficiency in Microsoft Office and internal servicing systems
• High degree of professionalism, integrity, and ability to handle confidential information
• Familiarity with applicable compliance requirements (e.g., FDCPA)

Work Environment and Physical Requirements

• Working on-site at assigned office location.
• Regular and punctual attendance adhering to schedule established by leadership.
• Flexibility to work occasional adjusted work schedules, overtime, and evening and/or weekend hours to meet deadlines or as business needs demand.
• Working in a cubicle hub, maintaining focus on phone calls in a noisy environment within earshot of multiple other conversations.
• Sedentary work in a stationary position at a cubicle for prolonged periods of time.
• Constant repetitive motions required for operating a computer, such as typing and managing phone calls.
• Constantly communicating effectively verbally in English, including accurately exchanging information with others following identification of correct procedures.

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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