Our automated phone system is designed for your convenience. Many of our customer inquiries can be handled without having to speak with a live agent, saving you precious time. You can use our phone system to make payments and get information about your mortgage on your own schedule.
Click to navigate:
- What Is an Automated Phone System?
- What Do I Need Before I Call?
- What Can I Do on Newrez’s Automated Phone System?
- Other Assistance Options
What Is an Automated Phone System?
An automated phone system, or interactive voice response (IVR), is technology that allows callers to make payments and receive information without speaking with a Customer Care Representative. Newrez uses this technology to make our customer service more efficient, so you can make payments and get information about your mortgage on your own schedule. To reach our automated phone line, call 866-317-2347.
Want another way to pay? Learn about the benefits of autodraft.
What Do I Need Before I Call?
Before you call, make sure you have:
- The last 4 digits of your social security number
- Your 10-digit loan number (if your loan number is less than 10 digits, add leading zeros)
- The ZIP code of the property you’re calling about
If you're calling to make a payment, be sure to have your bank account and routing numbers ready. Once we have that information on file, you will not need to re-enter it for future payments.
What Can I Do on Newrez’s Automated Phone System?
Once we have verified your identity, we will tell you when your last payment was received, when your next payment is due and the amount. We provide this information up front as a convenience to our borrowers because it is an extremely common inquiry.
You will then be presented with a menu of actions you can take:
- Press 1 to make a payment through our self-service feature.
- Press 2 if you’re looking to refinance† or buy a home with Newrez. This will connect you with a team member who can get you started.
- Press 3 for our contact information, including our mailing address, website, various phone numbers and our correspondence address.
- Press 4 for general loan information, including the principal balance left on your account, your last payment date, your next payment due date and the amount.
- Press 5 for information on your escrow account, including the date of your last escrow analysis, whether your escrow payment has increased or decreased and the new amount.
- Press 6 for tax or insurance information. Here you will be given more options:
- Press 1 for insurance. You will be routed to an insurance specialist.
- Press 2 for taxes. The IVR will then walk you through more questions to determine if you need to be routed to one of our team members.
Other Assistance Options
Whether you prefer self-service tools, personalized support or additional information, Newrez offers several options so you can get the help you need. There are many ways for you to make payments, access account information and find answers to common mortgage questions. Explore the list below to find the method that works best for you.
Our AI Voice Assistant
Alex, our AI Voice Assistant, can help you complete your payment in under 2 minutes on average. To get started, call us at 866-317-2347 and immediately press 0, then press 1. Make your payment through the IVR here or wait for the next prompt and press 2 to connect with Alex and have her guide you through the rest of the process.
Chat With Rezi
If you click the chat button at the bottom of the screen, you can open a conversation with Rezi, your digital mortgage assistant. Rezi is available 24/7 and can help answer common mortgage questions, guide you to helpful resources, assist with payments and more.
If you prefer to speak with someone directly, Rezi can also help you connect with a live agent via chat during business hours, which are Monday through Friday, 8 a.m. to 8 p.m. ET as of the publication date.
Learn more about Rezi and Alex
Speak to a Live Agent
Although we have self-service options to help you manage your account on your own time, you may prefer to speak with a live agent. In that case, our Customer Care Representatives are there to help Monday through Friday, 8 a.m. to 9 p.m. ET and Saturday, 10 a.m. to 2 p.m. ET. To be connected to an agent, press 0 on the menu of options presented after you verify your identity.
As mentioned above, you can also contact a live agent via chat Monday through Friday, 8 a.m. to 8 p.m. ET. Please note the hours listed above are accurate as of the publication date.
Your Online Account
You can view your loan details, access statements and tax documents, make payments and more through our easy-to-use online dashboard. If you're not sure how to get started, here's some information about how to use your online account.
Contact Us by Mail
If you are mailing a payment or request for information, you should use the addresses listed in the Newrez Help Center. The addresses listed below are accurate as of the publication date.
Payment
Newrez LLC
P.O. Box 60535
City of Industry, CA 91716-0535
Overnight
Newrez LLC
Attn: Payment Processing
75 Beattie Place, Suite LL202
Greenville, SC 29601
Correspondence
Newrez LLC
PO Box 10826
Greenville, SC 29603-0826
Help Center
You can check the Newrez Help Center to find additional resources, answers to frequently asked questions, links to our hubs, contact information and more.
Read the Newrez Blog
We have many self-help articles to help you manage your mortgage. You can also check our blog for homeownership tips, mortgage basics and other informative content.