Team Lead- Regulatory- Homeowner Advocacy

Overview

Who We Are 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.

The Team Lead - Homeowner Advocacy is a highly experienced specialist with a proven track record in managing homeowner-related issues. As an exceptional performer who has achieved proficiency across all levels of handling homeowner complaints and escalations, this professional is poised to take on additional responsibilities to support both team members and their supervisor. Whether currently serving as a written, verbal, credit reporting, or special loans specialist, the Team Lead for Homeowner Advocacy remains dedicated to efficiently managing their primary workload of resolving routine tasks.

However, this individual is also equipped to embrace supplementary responsibilities. These may include contributing to the training of new team members, addressing inquiries from colleagues, assuming responsibility for escalated issues, and collaborating on special projects. The ideal candidate has attained mastery in various subject matters and is adept at navigating more complex complaints. Furthermore, they exhibit a collaborative team spirit and a genuine willingness to assist others.

This individual is ready to embark on the next phase of their career journey, potentially transitioning into a management role.

• Facilitate the training of new hires and temporary staff, ensuring a smooth onboarding process.
• Identify and assess gaps in policies and procedures within the Homeowner Advocacy Department, providing valuable input for enhancement.
• Coach team members on effective prioritization and timely completion of tasks in accordance with regulatory deadlines.
• Assist in the reallocation of work to maintain balance and address changes in workload distribution.
• Cultivate positive relationships with department leaders, effectively escalating and resolving issues on behalf of team members.
• Proactively schedule and participate in meetings with other departments to address process issues and challenges collaboratively.
• Review letters for accuracy and compliance, offering guidance to newer associates and temporary staff, and crafting responses to Attorneys.
• Collaborate with management to monitor Homeowner Advocacy Specialists' performance, evaluating worklist management, allocation, quality, job knowledge, and attendance.
• Serve as a resource for staff members, addressing questions related to policies, procedures, worklists, and quality standards.
• Provide support to management in handling special projects as needed.
• Conduct continuous assessments to identify areas for improvement, developing plans and evaluation criteria to drive ongoing enhancement.
• Keep supervisors informed of problems or issues, monitoring worklist volume and production to ensure optimal efficiency.
• Effectively communicate with internal and external stakeholders to resolve verbal or written concerns raised by homeowners.
• Serve as a subject matter expert in the Homeowner Advocacy Department.
• Perform additional duties as assigned by the supervisor, demonstrating flexibility and adaptability in fulfilling responsibilities.

• High school diploma or equivalent.
• 6+ years’ Mortgage Servicing experience.
• Experience in Regulatory Affairs and/or Quality Assurance in mortgage servicing, previous complaint handling experience strongly preferred.
• Experience in late-stage mortgage collections, including handling modifications, short sales, and Deeds in Lieu of Foreclosure is a plus.
• At least 2 years demonstrated quality (no less than 95% quality scores) and…