Regulatory Correspondence Specialist

Newrez•Coppell, TX

2d•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 their authorized representatives; researches and resolves issues; and provides formal written responses within required deadlines. The specialist communicates directly with regulatory agencies and escalated borrowers to understand and de-escalate complaints, and collaborates with internal department leaders to investigate and resolve consumer issues. The role also conducts consumer outreach when needed, identifies complaint issues and root causes, determines corrective actions and next steps, and may lead root-cause discussions. The specialist communicates complaint and resolution summaries to executives and senior leadership, provides guidance to business leaders, and helps ensure issues are resolved appropriately. The position is based on-site at an assigned office location. It involves working in a cubicle hub with multiple conversations nearby, prolonged sedentary work, repetitive computer and phone activity, and regular verbal communication in English. Regular and punctual attendance is required. Occasional adjusted schedules, overtime, evening hours, or weekend hours may be needed to meet deadlines or business needs. Employees must have a smartphone meeting company security standards and be able to install required authentication applications.

Requirements

High school diploma or equivalent required.
At least 5 years of mortgage servicing experience.
At least 2 years of demonstrated quality performance, with quality scores of at least 95%, and productivity performance averaging at least 12 resolutions per day in the Homeowner Advocacy Department.
Ability to apply critical thinking and problem-solving skills collaboratively to identify effective solutions.
Strong verbal and written communication skills, including professional grammar, spelling, punctuation, and sentence structure.
Demonstrated attention to detail and organizational skills.
Superior work ethic.
Proficiency with 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 the 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 work assignments.
Ability to keep current with regulations related to RESPA, TILA, FCRA, CFPB, and company policies and procedures regarding fraud and identity theft.
Ability to work on-site at the assigned office location and maintain regular, punctual attendance.
Ability to work occasional adjusted schedules, overtime, evenings, and weekends as business needs demand.
Ability to maintain focus in a cubicle hub with multiple conversations nearby.
Ability to perform prolonged sedentary work and repetitive computer and phone tasks.
Ability to communicate effectively in spoken English and accurately exchange information.
Must have a smartphone that meets company security standards and can install applications such as Okta Verify and Microsoft Authenticator.

Nice To Haves

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

Responsibilities

Monitor mailboxes and web portals to ensure complaints are logged within 24 hours and responses are completed by applicable deadlines.
Handle higher legal-risk complaints, including matters involving bankruptcy, foreclosure, allegations of UDAPP, attorney complaints, monetary compensation, and threatened lawsuits.
Maintain the written-complaint database with 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 work according to escalated regulatory deadlines.
Research consumer loans to identify problems and determine next steps toward resolution.
Identify root causes and direct internal business owners to implement corrective action plans to resolve issues and prevent future complaints.
Make outbound calls to discuss resolutions and confirm consumer satisfaction.
Ensure appropriate account actions or corrections are made to resolve disputes, complaints, and inquiries.
Compose formal written responses to borrowers or their authorized representatives and provide final resolutions to regulatory agencies.
Guide other team members in resolving complaints.
Review written responses prepared by other writers 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.
Convey information effectively and accurately to others.
Perform related duties as assigned by management.