TRAIL Rising Leaders Program - Customer Experience

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. Primary Function Designed specifically for recent college graduates, the TRAIL (Tools Required for Advancement Into Leadership) program is a 12-month rotational leadership-development program that enables recent college graduates to gain practical, on-the-job leadership and management skills. TRAIL Operations Specialists are not interns, they are full-time employees, earning a competitive salary with benefits while being provided hands-on experience and mentorship from the assigned business area.  The main objective of our program is to help strengthen the future leadership of the company by building a foundation in process improvement, presentation and leadership skills. The Marketing TRAIL Operations Specialist will get immersed in the following areas: Customer Experience - Help improve the customer experience and infuse the new customer experience strategy into priority areas of opportunity across originations, servicing, and digital. Brand - Create brand communications that drive awareness, familiarity and consideration among customers and prospects. Social - Work with the team to create engaging campaigns and content that brings the new social strategy to life across all social channels. The TRAIL Program will begin July 2027. Principal Duties Work with the Customer Experience team to: A. Help identify opportunities and improve the customer experience across originations, servicing and digital B. Create a customer journey to solve pain points and improve the experience across an end to end experience Work with the brand team to: A. Help create communications that bring the brand to life across TV, audio, digital, and social B. Help evolve the brand strategy Work with the social team to: A. Create product campaigns that drive results B. Create content and influencer campaigns that drive engagement Performs assigned duties, under direction of experienced personnel, to gain knowledge and experience required. These duties will involve Homeowner interface and decisioning in real world account management scenarios Develop a detailed understanding of our customer base Understand the competitive and marketplace of our business Develop a detailed understanding of the strategies and tactics we use to market to customers Recommend and execute on recommendations to improve our overall marketing approach Performs business analyses and provides recommendations to leadership for business and process changes Receives training and performs duties in several functions in order to become familiar with line and staff functions, management viewpoints, company policies, and best practices Observes experienced workers to acquire knowledge of methods, procedures, and standards required for performance of departmental duties. Help champion the Process Improvement discipline within the organization and implement the steps and tools necessary to successfully complete projects. Will be required to attend company sponsored training classes and attain certain certifications. Performs related duties as assigned by supervisor. Education and Experience Requirements  Bachelors Degree from accredited college or university Degree in Marketing, Communications, Business Administration, or Finance preferred Knowledge, Skill, and Ability Requirements  Knowledge of social platforms Highly developed organizational and project/time-management skills with an ability to manage multiple priorities and meet multiple deadlines Excel in a team-oriented, collaborative environment while contributing to the creation, design, and implementation of value-add business strategies that affect current operating practices and company policy. Be able to clearly articulate and present ideas and findings to a varied audience, including the operations staff and senior leadership Excellent written and verbal communication skills Proficiency in quantitative analysis Ability to adapt Willingness to learn An entrepreneurial business mindset. Strong business communication skills with an ability to work well in a collaborative environment Strong attention to detail and an ability to multi-task, respond well to pressure and deadlines, and work well individually and in a collaborative environment. Strong skills in Excel and/or Tableau (charts, graphs, pivot tables, formulas, macros, etc.) Strong technical skills and willingness to learn new programs (SQL., Salesforce, etc.) Experience with Canva, HTML, PowerPoint and Visio a plus Understanding of multiple brand structure and rules to enforce uniformity Applicants must be legally authorized to work in the United States. Newrez does not consider visa sponsorship for early career program opportunities. Applicants who require sponsorship now or in the future are not eligible for this position, this includes applicants with a temporary work authorization such as F-1 students on OPT or STEM OPT. 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. A good faith estimate of the compensation is: 53,700.00 - 86,520.00 Compensation for this position may also include other el