Manager Application Support

Job description

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. POSITION SUMMARY: The Manager Application Support leads the day-to-day operations of a Level 1 (L1) application support team. This role is accountable for queue health, staffing and scheduling, quality of responses, knowledge management, and first-contact resolution. The manager ensures consistent, customer-focused service delivery, partners with Level 2/3, engineering, and vendors for handoffs, and drives continuous improvement in processes, tools, and skills. DESCRIPTION: Essential Functions, Duties, and Responsibilities L1 Service Operations & Deli...