Supervisor, Homeowner Advocacy Analytics- Servicing

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 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.

• 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.

• 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.

• 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…