Supervisor, Homeowner Advocacy Analytics- Servicing

## 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.
** 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. This role requires a detail-oriented professional with a strong analytical mindset, exceptional communication skills, and a proactive approach to problem-solving.
** DESCRIPTION
* *** Duties and Responsibilities
*** 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.
* Develops and maintains 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 manages caseloads to ensure that follow-up and case closure adhere to department standards and state or federal specific regulatory mandates.
* Makes informed judgments and resolves concerns efficiently.
* Consistently meet and exceed established deadlines with the business along with investor requirements.
* Evaluates compliance matters through trend analysis, root cause investigations, and collaboration with process owners to rectify identified errors.
* Works collaboratively with cross-functional teams to ensure prompt resolution of customer and investor concerns.
* Acquires and maintains an elevated level of understanding of mortgage servicing policies and procedures.
* Provides oversight and monitoring of business processes and controls and works with other departments to ensure errors identified are corrected timely.
* Performs related duties as assigned by management.
** Qualifications and Education Requirements
*** Bachelor's degree or higher, with 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.
** Skills, Abilities, and Knowledge
*** 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
* To excel in this role, one should naturally embody empathy, possess strong analytical abilities, excel in communication, and demonstrate a keen willingness to learn about our products, policies, and procedures. Thriving in a demanding environment, embracing challenges with enthusiasm and determination, is essential.
** Additional Information
** While this description is intended to be an accurate reflection of the position’s requirements, it in no way…