Homeowner Advocacy Analyst- Servicing

Servicing-posted about 8 hours ago
Full-time • Mid Level
Coppell, TX
5,001-10,000 employees
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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 Homeowner Advocacy Analyst - Servicing plays a pivotal role in the Compliance department, utilizing analytical and investigative skills to identify, investigate, respond to, and track borrower, investor, and regulatory inquiries or complaints. This multifaceted position is dedicated to assisting and supporting borrowers and investors with their concerns while collaborating closely with internal departments. The primary objective is to keep Compliance management teams informed and swiftly resolve any potential issues or concerns. We are seeking a candidate with exceptional writing skills, capable of driving his or her own assignments and prioritizing effectively, crafting clear, concise, and comprehensive documentation to support these efforts.

  • Strong focus on accuracy and the ability to present complex information in an understandable manner. This includes an eye for grammatical precision and the ability to adapt language and style to suit the needs of the borrower, investor, or regulator.
  • Develops and maintains working knowledge of all federal and state consumer protection laws, mortgage regulations and policies.
  • Communicate with QA Auditors concerning findings and errors made to ensure optimal performance, and drive business process changes in response to findings and trends.
  • Effectively manages caseloads to ensure that follow-up and case closure adhere to department standards and state or federal specific regulatory mandates.
  • Makes informed judgments and resolves concerns efficiently with minimal customer effort.
  • Supports internal remediation activities and compliance reviews.
  • Recommend and coordinate updates to compliance quality monitoring compliance policies and practices to ensure regulatory oversight is supported in testing and monitoring routines, and updated when testing gaps are identified.
  • Consistently meet and exceed established deadlines with the business along with investor requirements.
  • Evaluates compliance matters through trend analysis, root cause investigations, and collaboration with process owners to rectify identified errors.
  • Works collaboratively with cross-functional teams to ensure prompt resolution of customer and investor concerns.
  • Designs, tests, and implements short-term and long-term mortgage compliance review policies, procedures, and test plans to improve servicing compliance.
  • Acquires and maintains an elevated level of understanding of mortgage servicing policies and procedures.
  • Provides oversight and monitoring of business processes and controls and works with other departments to ensure errors identified are corrected timely.
  • Performs related duties as assigned by management.
  • Bachelor’s degree or higher, with professional certifications considered advantageous.
  • 2-4 years’ experience in the mortgage industry, business controls, compliance, or audit.
  • Proficiency with interpreting mortgage regulatory mandates and evaluating mortgage servicing documentation.
  • Expertise in researching mortgage accounts to accurately identify and rectify potential errors with precision and efficiency.
  • Demonstrated experience effectively managing relationships with internal and external partners.
  • Data Analysis and Reporting: Proficiency in collecting, analyzing, and interpreting data related to customer complaints, and ability to evaluate reporting trends for management review.
  • Regulatory Compliance Knowledge: Familiarity with relevant industry regulations and compliance standards to ensure that complaint handling processes adhere to legal requirements and industry best practices.
  • Conflict Resolution Skills: Proficiency in conflict resolution techniques to de-escalate tense situations, negotiate satisfactory resolutions, and maintain positive customer relationships.
  • Communication Skills: Strong verbal and written communication skills to interact with customers, internal teams, and stakeholders professionally and effectively.
  • Proficient with Microsoft – PowerPoint, Excel, Word & Outlook.
  • To excel in this role, one should naturally embody empathy, possess strong analytical abilities, excel in communication, and demonstrate a keen willingness to learn about our products, policies, and procedures.
  • Thriving in a demanding environment, embracing challenges with enthusiasm and determination, is essential.
  • All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Okta Verify and Microsoft Authenticator.
  • Employment will be contingent on this requirement.
  • Medical, dental, and vision insurance
  • Health Savings Account with employer contribution
  • 401(k) Retirement plan with employer match
  • Paid Maternity Leave/Parental Bonding Leave
  • Pet insurance
  • Adoption Assistance
  • Tuition reimbursement
  • Employee Loan Program
  • The Newrez Employee Emergency and Disaster Fund is a new program to support our team members
  • 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
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