Supervisor, Verbal Complaints- Compliance Servicing

Servicing•Coppell, TX

2d•Onsite

About The Position

Exceed the expectations of our residential mortgage borrowers & business partners through superior service, simple processes, and effective communications. We deliver on this mission by empowering our employees by encouraging and recognizing superior performance and innovative solutions, by promoting teamwork and divisional cooperation. Primary Function 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. Direct Reports Verbal Complaint Specialist

Requirements

High School Diploma required; Bachelor’s degree preferred.
6+ years related experience.
Prior supervisory experience.
Required knowledge, skills, and ability.
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 Okta Verify and Microsoft Authenticator. Employment will be contingent on this requirement.
By applying to this position candidate acknowledges that this is not a remote role and is required to be on-site.

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.

Benefits

Medical, dental, and vision insurance
Health Savings Account with employer contribution
401(k) Retirement plan with employer match
Paid Maternity Leave/Parental Bonding Leave
Pet insurance
Adoption Assistance
Tuition reimbursement
Employee Loan Program
The Newrez Employee Emergency and Disaster Fund is a new program to support our team members
Newrez NOW: Our Corporate Social Responsibility program, Newrez NOW, empowers employees to become leaders in their communities through a robust program that includes volunteering, philanthropy, nonprofit grants, and more
1 Volunteer Time Off (VTO) day, company-paid volunteer day where all eligible employees may participate in a volunteer event with a nonprofit of their choice
Employee Matching Gifts Program: We will match monetary employee donations to eligible non-profit organizations, dollar-for-dollar, up to $1,000 per employee
Newrez Grants Program: Newrez hosts a giving portal where we provide employees an abundance of resources to search for an opportunity to donate their time or monetary contributions