Supervisor - Homeowner Advocacy

Newrez LLC•Coppell, TX

4d•Onsite

About The Position

The Supervisor, Homeowner Advocacy leads a team of Regulatory Complaint Writers who investigate and resolve escalated consumer complaints received through regulatory agencies and other executive-level escalation channels. The supervisor provides day-to-day leadership, coaching, training, and quality oversight to ensure investigations and responses are accurate, thorough, customer-focused, and completed within regulatory and investor deadlines. This role partners with Legal, Compliance, Operations, and other business units to coordinate investigations, remove obstacles, resolve complex issues, and drive timely complaint resolution. It monitors workloads and aging inventory, manages complaint queues, oversees complaint records and tracking systems, and submits and tracks responses through regulatory agency portals. The supervisor also supports team development and provides leadership with updates on productivity, complaint trends, quality, risks, and deadlines. The position is on-site at the assigned office location, in a cubicle hub. It requires regular and punctual attendance and may require adjusted schedules, overtime, evenings, or weekends to meet deadlines or business needs. Employees must have a smartphone that meets company security standards and can run required authentication apps.

Requirements

High school diploma required.
At least 6 years of related experience.
Excellent verbal and written communication skills.
General mortgage servicing compliance knowledge.
Intermediate knowledge of MS Word, MS Excel, Outlook, and MS Access.
Ability to quickly assimilate new skills and tasks.
Excellent organizational skills.
Ability to multitask and adapt quickly to changing work assignments.
Ability to meet regular and punctual attendance expectations and work occasional adjusted schedules, overtime, evenings, or weekends as business needs demand.
Ability to work in an on-site cubicle hub, maintain focus on phone calls in a noisy environment, and remain stationary at a cubicle for prolonged periods.
Ability to perform constant repetitive computer-related motions, including typing and managing phone calls.
Ability to communicate effectively verbally in English and accurately exchange information with others.
Must have a smartphone meeting company security standards with the ability to install required authentication apps; employment is contingent on this requirement.

Nice To Haves

Bachelor’s degree preferred.
Well-rounded knowledge of mortgage, consumer finance, and loss mitigation.
Familiarity with SQL, Tableau, and ILS systems.

Responsibilities

Supervise and support Regulatory Complaint Writers investigating and resolving consumer complaints, including providing guidance on complex cases, regulatory requirements, and resolution strategies.
Monitor workloads, balance assignments, and ensure complaint responses are accurate, thorough, and completed within regulatory and investor deadlines.
Review complaint investigations and written responses, providing feedback to promote quality, consistency, regulatory compliance, and a positive customer experience.
Act as the primary escalation point for complex or high-risk complaints and partner with Legal, Compliance, and operational business units to facilitate investigations and remove barriers.
Monitor aging inventory, high-priority cases, and regulatory due dates, intervening to prevent missed deadlines and mitigate organizational risk.
Coach, mentor, and develop team members through training, performance feedback, quality reviews, and individual development planning.
Coordinate with internal stakeholders to obtain information, drive accountability, and ensure timely completion of actions needed to resolve complaints.
Oversee complaint tracking systems and ensure records, supporting documentation, and case updates are complete, accurate, and appropriately documented.
Manage submission and tracking of responses through regulatory agency portals, including CFPB and state regulatory agencies, in accordance with response requirements and deadlines.
Report to leadership on complaint volumes, team productivity, aging inventory, quality results, emerging risks, and complaint trends.
Perform other duties as assigned by management.