Supervisor, Homeowner Advocacy- Review Team

Newrez LLC•Coppell, TX

1d•Onsite

About The Position

The Supervisor Homeowner Advocacy is responsible for supervising the Homeowner Advocacy Team in their work of investigating and responding to consumer complaints. This position is designed to ensure productivity, quality, and training to is adequate for the team to resolve consumer complaints quickly before they escalate, to prevent more risk and exposure to the company, and improve the overall customer experience. The Supervisor will work with various department leaders to investigate and escalate issues to ensure resolution is achieved for the consumer. They will be required to supervise and train the team, provide progress updates to Management, and ensure timely resolution for the consumer.

Requirements

High School Diploma required; Bachelor’s degree preferred.
6+ years related experience.
Prior supervisory experience.
Well-rounded knowledge of Mortgage, Consumer finance and loss mitigation a plus
Superior Customer Service and verbal/phone communication skills is a must
General mortgage servicing compliance knowledge
Intermediate knowledge of MS Word, MS Excel, Outlook, and MS Access needed
Familiarity with SQL, Tableau, and ILS systems
Must possess a short learning curve related to assimilation of new skills and tasks
Superior organizational skills needed
Ability to multi-task as well as quickly adapt to changing work assignments
All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Microsoft Authenticator.

Responsibilities

Supervise and assist team in research of consumer’s loan to determine the problem and next steps toward resolution.
Lead escalation management activities, such as checkpoint calls for customer issues and reporting
Proactively monitor high priority escalation cases and provide assistance to prevent escalations
Escalate issues with other department leaders on tasks that their department needs to complete before a resolution can be reached for the consumer.
Monitor updates and maintenance of the consumer complaint database for complaints.
Deliver tracking updates and reporting to Compliance Management for productivity and complaint trending.
Create employee Improvement Action Plan for Escalation Specialist success.
Ensure resource prioritization and resolution of customer escalated issues.
Perform other duties as assigned by management.