Supervisor - Homeowner Advocacy

Newrez LLC•Coppell, TX

4d•Onsite

About The Position

At Newrez, we bring big thinkers and caring doers together to make home happen. We’re a team built on heart and hustle, united by a commitment to show up for our customers, our communities, and each other. We believe that when our people thrive, homeowners thrive - and that’s why we invest in your growth, wellbeing, and ability to make an impact. Every day, we work to exceed the expectations of our residential mortgage borrowers and business partners through superior service, simple processes, and clear communication. We do this by empowering our employees, encouraging innovative solutions and recognizing great performance. POSITION SUMMARY: The Supervisor, Homeowner Advocacy is responsible for leading a team of Regulatory Complaint Writers in the investigation and resolution of escalated consumer complaints received through regulatory agencies and other executive-level escalation channels. This role provides day-to-day leadership, coaching, training, and quality oversight to ensure complaint investigations and responses are accurate, thorough, customer-focused, and completed within regulatory and investor deadlines. The Supervisor partners with Legal, Compliance, Operations, and other business units to facilitate investigations, remove obstacles, resolve complex issues, and drive timely complaint resolution. Additionally, this role is responsible for monitoring workloads, maintaining effective queue management, submitting responses through regulatory agency portals, and supporting the ongoing development and performance of the team.

Requirements

High School Diploma required; bachelor’s degree preferred.
6+ years related experience.
Well-rounded knowledge of Mortgage, Consumer finance, and loss mitigation a plus.
Excellent verbal and written communication skills.
General mortgage servicing compliance knowledge.
Intermediate knowledge of MS Word, MS Excel, Outlook, and MS Access is required.
Must possess a short learning curve related to assimilation of new skills and tasks.
Excellent organizational skills needed.
Ability to multi-task as well as quickly adapt to changing work assignments.
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.

Nice To Haves

Familiarity with SQL, Tableau, and ILS systems a plus.

Responsibilities

Supervise and support a team of Regulatory Complaint Writers in the investigation and resolution of consumer complaints, providing guidance on complex cases, regulatory requirements, and appropriate resolution strategies.
Lead day-to-day complaint operations by monitoring workloads, balancing assignments, and ensuring responses are completed accurately, thoroughly, and within regulatory and investor deadlines.
Review and provide feedback on complaint investigations and written responses to ensure quality, consistency, regulatory compliance, and a positive customer experience.
Serve as the primary escalation point for complex or high-risk complaints, partnering with Legal, Compliance, and operational business units to facilitate investigations and remove barriers to resolution.
Proactively monitor aging inventory, high-priority cases, and regulatory due dates, intervening as needed to prevent missed deadlines and mitigate organizational risk.
Coach, mentor, and develop team members through ongoing training, performance feedback, quality reviews, and individual development planning.
Coordinate with internal stakeholders to obtain information, drive accountability, and ensure timely completion of actions required to resolve consumer complaints.
Oversee the maintenance of complaint tracking systems and ensure complaint records, supporting documentation, and case updates are complete, accurate, and appropriately documented.
Manage the submission and tracking of responses through regulatory agency portals, including the CFPB and state regulatory agencies, ensuring compliance with all response requirements and deadlines.
Provide reporting and status updates to leadership regarding complaint volumes, team productivity, aging inventory, quality results, emerging risks, and complaint trends.
Perform other duties as assigned by management.