Supervisor, Homeowner Advocacy Analytics- Servicing

POSITION SUMMARY

The Supervisor Homeowner Advocacy Analytics – Servicing is a critical member of the Compliance department, responsible for utilizing advanced analytical and investigative skills to address and resolve borrower, investor, and regulatory inquiries or complaints.

• Manage team of Homeowner Advocacy Analysts to ensure projects are tracked, managed, and implemented correctly and effectively.
• Strong focus on accuracy and the ability to present complex information in an understandable manner.
• Develop and maintain working knowledge of all federal and state consumer protection laws, mortgage regulations and policies.
• Communicate with Quality Assurance/Quality Control (QA/QC) Auditors concerning findings, and errors made to ensure optimal performance, and drive business process changes in response to findings and trends.
• Effectively manage caseloads to ensure that follow‑up and case closure adhere to department standards and state or federal specific regulatory mandates.
• Make informed judgments and resolve concerns efficiently.
• Consistently meet and exceed established deadlines with the business along with investor requirements.
• Evaluate compliance matters through trend analysis, root cause investigations, and collaboration with process owners to rectify identified errors.
• Work collaboratively with cross‑functional teams to ensure prompt resolution of customer and investor concerns.
• Acquire and maintain an elevated level of understanding of mortgage servicing policies and procedures.
• Provide oversight and monitoring of business processes and controls and work with other departments to ensure errors identified are corrected timely.
• Perform related duties as assigned by management.

• Bachelor’s degree or higher; professional certifications considered advantageous.
• 6+ years’ experience in the mortgage industry, business controls, compliance, or audit.
• Proficiency with interpreting mortgage regulatory mandates and evaluating mortgage servicing documentation.
• Expertise in researching mortgage accounts to accurately identify and rectify potential errors with precision and efficiency.
• Demonstrated experience effectively managing relationships with internal and external partners.

• Data Analysis and Reporting:
  Proficiency in collecting, analyzing, and interpreting data related to customer complaints, and ability to evaluate reporting trends for management review.
• Regulatory Compliance Knowledge:
  Familiarity with relevant industry regulations and compliance standards to ensure that complaint handling processes adhere to legal requirements and industry best practices.
• Conflict Resolution
  
  Skills:
  
  Proficiency in conflict resolution techniques to de‑escalate tense situations, negotiate satisfactory resolutions, and maintain positive customer relationships.
• Communication
  
  Skills:
  
  Strong verbal and written communication skills to interact with customers, internal teams, and stakeholders professionally and effectively.
• Proficient with Microsoft - PowerPoint, Excel, Word & Outlook.

• Medical, dental, and vision insurance
• Health Savings Account with employer contribution
• 401(k) Retirement plan with employer match
• Paid Maternity Leave/Parental Bonding Leave/Caregiver Leave
• Adoption Assistance
• Tuition & Certification reimbursement
• Employee Mortgage Loan Program
• The Newrez Employee Emergency and Disaster Fund
• Newrez NOW:
  Corporate Social Responsibility program
• 1 company‑paid Volunteer Time Off day
• Matching Gifts Program – dollar‑for‑dollar up to $1,000
• Access to grants, nonprofit resources, and volunteer opportunities

All employees are required to have smartphones 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.

We’re proud to be an equal opportunity employer and celebrate our employees’ differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.