Onshore Support & Research Team Lead- Homeowner Advocacy- Mortgage Servicing

Newrez LLC•Coppell, TX

About The Position

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. Position Overview The Team Lead & Onshore Support Coordinator is an experienced Homeowner Advocacy specialist who serves both as a subject matter expert and as a liaison between onshore leadership and offshore delivery teams. This role blends advanced complaint‑handling expertise with cross-team coordination, research support, and process guidance. The ideal candidate has mastered complex homeowner issues, communicates effectively across cultures, and supports both peers and leadership through coaching, issue resolution, and operational alignment. This individual maintains their core workload while taking on expanded responsibilities such as training, escalations, research, and cross-department collaboration. They demonstrate strong organizational skills, cultural awareness, and a proactive, solutions‑oriented mindset—positioning them for future leadership opportunities.

Requirements

High school diploma or equivalent.
6+ years of mortgage servicing experience preferred
Experience in Regulatory Affairs, Quality Assurance, or complaint handling strongly preferred.
Experience working with or supporting offshore/global teams.
Excellent time management and ability to handle multiple tasks efficiently.
Strong interpersonal skills and a collaborative team mindset.
Exceptional written communication, including grammar, clarity, and structure.
High accountability, strong follow‑through, and consistent delivery of high‑quality work.
Superior organizational skills and attention to detail.
Ability to adapt quickly to changing priorities and multitask effectively.
Cultural awareness and the ability to adjust communication styles across global teams.
Strong research and analytical skills with the ability to distill complex information.
Comfort working independently and anticipating team needs.

Nice To Haves

Experience in late‑stage mortgage collections (modifications, short sales, DIL) is a plus.

Responsibilities

Coach team members on prioritization, regulatory deadlines, and quality expectations.
Assist with workload balancing and reallocation to maintain efficiency.
Serve as a subject matter expert for policies, procedures, worklists, and quality standards.
Review letters and deliverables for accuracy, compliance, and clarity; provide guidance to newer associates.
Support management in monitoring performance, including quality, productivity, job knowledge, and attendance.
Handle escalated or complex homeowner complaints with professionalism and accuracy.
Clarify requirements, processes, and expectations to support alignment across global teams.
Provide context for onshore workflows, tools, and decision‑making frameworks.
Identify misunderstandings or blockers early and work with stakeholders to resolve them.
Foster strong, respectful relationships between onshore and offshore teams.
Communicate effectively with internal and external stakeholders to resolve homeowner concerns.
Build positive relationships with department leaders and escalate issues appropriately.
Capture action items in meetings and ensure follow‑through.
Maintain transparency with supervisors regarding workload, issues, and production trends.

Benefits

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