Job Description

Exceed the expectations of our residential mortgage borrowers & business partners through superior service, simple processes, and effective communications.


We deliver on this mission by empowering our employees by encouraging and recognizing superior performance and innovative solutions, by promoting teamwork and divisional cooperation.
 

Primary Function

The Brand Reputation Management Lead is responsible for safeguarding our brand reputation by proactively monitoring social media and reviews platforms, promptly responding to customer inquiries, and ensuring seamless resolution by collaborating with our servicing team.  Additionally, this role will spearhead strategic campaigns aimed at enhancing our ratings on various reviews platforms.

Principal Duties:

  • Actively monitor social media channels, review platforms, and other relevant online forums to identify and address customer feedback, inquiries, and concerns in a timely manner.
  • Serve as the frontline responder to customer inquiries, comments, and reviews, demonstrating empathy, professionalism, and a customer-centric approach in all interactions.
  • Collaborate closely with internal teams, including Customer Service, Marketing, and Product Development, to facilitate the swift resolution of customer issues and ensure a consistent brand voice across all communication channels.
  • Analyze trends and insights gathered from social media and reviews platforms to inform marketing strategies and enhance customer experience.
  • Develop and implement campaigns to boost our ratings and positive reviews on key reviews platforms, leveraging creative approaches and data-driven insights.
  • Track and report on key performance metrics related to brand reputation, customer sentiment, and campaign effectiveness, providing regular updates to management.
  • Performs related duties as assigned by management.

Education and Experience

  • Bachelor’s degree in marketing, Communications, Business Administration, or related field.
  • 5-7 years’ proven experience in social media management, online reputation management, or customer service, preferably within the marketing or financial services industry.
  • Mortgage industry experience is a plus.
  • Exceptional communication skills, with the ability to craft engaging and empathetic responses tailored to diverse audiences.
  • Strong organizational skills and attention to detail, with the ability to effectively prioritize tasks and manage multiple projects simultaneously.
  • Analytical mindset with proficiency in data analysis tools and techniques.
  • Demonstrated problem-solving abilities and a proactive approach to addressing challenges.
  • Passion for customer advocacy and a commitment to delivering exceptional customer experiences.

Knowledge, Skills, and Abilities

  • Interest in the mortgage industry.
  • Experience with social media monitoring tools (e.g., Sprout Social, Meltwater).
  • Familiarity with customer relationship management (CRM) systems (Salesforce).
  • Knowledge of Search Engine Optimization (SEO) principles and best practices for online reputation management.
  • Previous experience in campaign management or digital marketing.

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.

By applying to this position candidate acknowledges that this is not a remote role and is required to be on-site.

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Company Perks:
*     15 Paid Time Off (PTO) days and 18 after 1st anniversary!
*     9 Paid Holidays
*     Casual Workplace
*     Employee Engagement Activities


 Company Benefits:
*     Medical (including Health Savings Account & Flexible Savings Account)
*     Dental - RX - Vision - Life, Disability Insurance - 401(k) Plan with company match! - Employee Assistance Plan

*     Performance-based Incentives
*     Pet Insurance

*     Advancement Opportunities

Newrez NOW:

*     Our Corporate Social Responsibility program, Newrez NOW, empowers employees to become leaders in their communities through a robust program that includes volunteering, philanthropy, nonprofit grants, and more
*     1 Volunteer Time Off (VTO) day, company-paid volunteer day where all eligible employees may participate in a volunteer event with a nonprofit of their choice
*     Employee Matching Gifts Program: We will match monetary employee donations to eligible non-profit organizations, dollar-for-dollar, up to $1,000 per employee

*     Newrez Grants Program: Newrez hosts a giving portal where we provide employees an abundance of resources to search for an opportunity to donate their time or monetary contributions


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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Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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