Regulatory Correspondence Specialist III

Who We Are

At Newrez, we bring big thinkers and caring doers together to make home happen. Our team is built on heart and hustle, united by a commitment to show up for our customers, our communities, and each other. We invest in your growth, wellbeing, and ability to make an impact.

The Regulatory Correspondence Specialist III is accountable for handling Qualified Written Requests and Disputes submitted to Regulatory agencies. The role involves reviewing all escalated written inquiries, disputes, and complaints from borrowers or their authorized representatives, researching and resolving issues, and providing formal written responses within prompt deadlines.

• Monitor the mailbox and web portals to ensure complaints are logged within 24 hours and responded to within deadlines.
• Handle legal‑risk complaints such as bankruptcy, foreclosure, UDAPP allegations, attorney complaints, monetary compensation, and threatening lawsuits.
• Update and maintain the database for written complaints, including details, research, and resolution for tracking and reporting purposes.
• Collaborate with internal departments to obtain complaint resolution and corrective action.
• Be a liaison between Legal and Clients when needed.
• Correspond in writing and verbally with Regulatory Agencies (federal, state, and local levels).
• Prioritize and complete tasks according to escalated regulatory deadlines.
• Research the consumer’s loan to determine the problem and next steps toward resolution.
• Identify root causes and direct internal business owners a corrective action plan for resolution to prevent future complaints.
• Make outbound calls to discuss resolution and confirm satisfaction with the consumer.
• Ensure necessary actions or corrections are made to accounts to resolve disputes and inquiries.
• Compose written responses to borrowers or their authorized representatives providing final resolution to regulatory agencies.
• Provide guidance to other team members to resolve complaints.
• Review written responses from other writers to ensure accuracy, clarity, and completeness.
• Assist leadership with follow‑up escalations and provide additional information to Examiners.
• Provide daily reporting on open regulatory complaints.
• Mentor and train Regulatory Correspondence Specialists I and II.
• Communicate with Senior Leadership for all regulatory complaints and corrective actions.
• Become a subject matter expert in at least two main areas of Homeowner Advocacy Dispute classes.
• Perform additional projects and duties as assigned by supervisor.

• High school diploma or equivalent (required).
• Bachelor’s degree (preferred).
• 5+ years of Mortgage Servicing experience.
• Experience in Regulatory Affairs and/or Quality Assurance in mortgage servicing, with prior complaint handling strongly preferred.
• Experience in late‑stage mortgage collections, including modifications, short sales, and Deeds in Lieu of Foreclosure (plus).
• At least 2 years of demonstrated quality (≥95% quality scores) and productivity performance (≥12 resolutions per day average) in the Homeowner Advocacy Department.

• Ability to apply critical thinking and problem‑solving skills collaboratively.
• Strong verbal and written communication skills with professional use of grammar, spelling, punctuation, and sentence structure.
• Demonstrated attention to detail and organizational skill.
• Superior work ethic.
• Proficiency in Microsoft Office, Servicing Director, and OnBase Imaging software.
• Analytical and mathematical skills with ability to gain agreement from multiple levels of the organization.
• Strong negotiation and follow‑up skills, as well as ability to meet strict deadlines.
• Comprehensive knowledge of mortgage servicing industry aspects, including payment processing, escrow, taxes, insurance, loan boarding, credit reporting, loss mitigation, foreclosure, and bankruptcy.
• Ability to multi‑task without sacrificing quality and to adapt quickly to changing assignments.
• Commitment to continuous learning and staying current with regulations such as RESPA, TILA, FCRA, CFPB, and fraud/ policies.

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