Regulatory Correspondence Specialist

Newrez LLC•Coppell, TX

3d•Onsite

About The Position

The Regulatory Correspondence Specialist handles Qualified Written Requests and disputes submitted to regulatory agencies. The role reviews escalated written inquiries, disputes, and complaints from borrowers or authorized representatives; investigates and resolves issues; and provides formal written responses within required deadlines. The specialist communicates directly with regulatory agencies and escalated borrowers to understand issues and de-escalate complaints, and works with internal department leaders to investigate and resolve consumer concerns. The specialist identifies the specific issues and root causes behind homeowner complaints, determines corrective actions and next steps, and conducts root-cause discussions as needed. The role communicates complaint and resolution summaries to executives and senior leadership, provides guidance to business leaders and team members, and may contact consumers after a complaint is received. The position is on-site at an assigned office location and requires handling confidential, deadline-sensitive correspondence in a collaborative office environment.

Requirements

High school diploma or equivalent.
At least 5 years of mortgage servicing experience.
At least 2 years of demonstrated performance in the Homeowner Advocacy Department, with quality scores of at least 95% and an average of at least 12 resolutions per day.
Ability to apply critical thinking and problem-solving skills collaboratively.
Strong verbal and written communication skills, including professional grammar, spelling, punctuation, and sentence structure.
Demonstrated attention to detail and organizational skills.
Proficient use of Microsoft Office, Servicing Director, and OnBase Imaging software.
Analytical, problem-solving, and mathematical skills, including the ability to gain agreement across organizational levels and reach sound decisions.
Strong negotiation and follow-up skills and ability to meet strict deadlines.
Comprehensive knowledge of mortgage servicing, including payment processing, escrow, taxes, insurance, loan boarding, credit reporting, loss mitigation, foreclosure, and bankruptcy.
Ability to multitask without sacrificing quality and adapt quickly to changing assignments.
Ability to continuously learn and stay current with regulations related to RESPA, TILA, FCRA, CFPB, and policies and procedures concerning fraud and identity theft.
Ability to work on-site at the assigned office location and adhere to the schedule established by leadership.
Ability to work occasional adjusted schedules, overtime, and evening or weekend hours as business needs or deadlines require.
Ability to focus on phone calls in a noisy cubicle environment.
Ability to perform sedentary work in a stationary cubicle position for prolonged periods and complete repetitive computer, typing, and phone-call tasks.
Ability to communicate effectively in spoken English and accurately exchange information.
Must have a smartphone that meets company security standards and can run required authentication apps, such as Okta Verify or Microsoft Authenticator.

Nice To Haves

Bachelor’s degree.
Experience in Regulatory Affairs and/or Quality Assurance in mortgage servicing.
Previous complaint-handling experience.
Experience in late-stage mortgage collections, including modifications, short sales, and Deeds in Lieu of Foreclosure.

Responsibilities

Monitor mailboxes and web portals, ensuring complaints are logged within 24 hours of receipt and answered by applicable deadlines.
Handle higher legal-risk complaints, including those involving bankruptcy, foreclosure, UDAPP allegations, attorneys, monetary compensation, or threatened lawsuits.
Update and maintain complaint database records, including complaint details, research, and resolutions, for tracking and reporting.
Collaborate with internal departments to obtain complaint resolutions and corrective actions.
Act as a liaison between Legal and clients when needed.
Communicate verbally and in writing with federal, state, and local regulatory agencies.
Prioritize and complete tasks according to escalated regulatory deadlines.
Research consumer loans, identify problems and root causes, and direct internal business owners on corrective action plans to resolve issues and prevent future complaints.
Make outbound calls to discuss resolutions and confirm consumer satisfaction.
Ensure necessary account actions and corrections are completed to resolve disputes, complaints, and inquiries.
Compose formal written responses to borrowers or their authorized representatives for submission to regulatory agencies.
Provide guidance to other team members in resolving complaints.
Review other writers’ responses for accuracy, completeness, and clarity.
Assist leadership with follow-up escalations and provide additional information to examiners.
Provide daily reporting on open regulatory complaints.
Mentor and train Regulatory Correspondence Specialists I and II.
Communicate with senior leadership about regulatory complaints and corrective actions.
Become a subject matter expert in at least two main areas of Homeowner Advocacy dispute classes.
Perform related duties assigned by management.