Supervisor, Homeowner Advocacy Analytics- Servicing

Newrez LLC•Coppell, TX

7d•Onsite

About The Position

The Supervisor Homeowner Advocacy Analytics – Servicing is a critical member of the Compliance department, responsible for utilizing advanced analytical and investigative skills to address and resolve borrower, investor, and regulatory inquiries or complaints. This role requires a detail-oriented professional with a strong analytical mindset, exceptional communication skills, and a proactive approach to problem-solving.

Requirements

Bachelor's degree or higher, with professional certifications considered advantageous.
6+ 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.
Proficiency in collecting, analyzing, and interpreting data related to customer complaints, and ability to evaluate reporting trends for management review.
Familiarity with relevant industry regulations and compliance standards to ensure that complaint handling processes adhere to legal requirements and industry best practices.
Proficiency in conflict resolution techniques to de-escalate tense situations, negotiate satisfactory resolutions, and maintain positive customer relationships.
Strong verbal and written communication skills to interact with customers, internal teams, and stakeholders professionally and effectively.
Proficient with Microsoft - PowerPoint, Excel, Word & Outlook
Must 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.
This is not a remote role and is required to be on-site.

Nice To Haves

professional certifications considered advantageous

Responsibilities

Manage team of Homeowner Advocacy Analysts to ensure projects are tracked, managed, and implemented correctly and effectively.
Develops and maintains working knowledge of all federal and state consumer protection laws, mortgage regulations and policies.
Communicate with Quality Assurance/Quality Control (QA/QC) 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.
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.
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.