Homeowner Advocacy Analyst- 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. When our people thrive, homeowners thrive – and that’s why we invest in your growth, wellbeing, and ability to make an impact.

The Homeowner Advocacy Analyst – Servicing plays a pivotal role in the Compliance department, utilizing analytical and investigative skills to identify, investigate, respond to, and track borrower, investor, and regulatory inquiries or complaints. This multifaceted position is dedicated to assisting and supporting borrowers and investors with their concerns while collaborating closely with internal departments. The primary objective is to keep Compliance management teams informed and swiftly resolve any potential issues or concerns.

• 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 QA 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 with minimal customer effort.
• Support internal remediation activities and compliance reviews.
• Recommend and coordinate updates to compliance quality monitoring compliance policies and practices to ensure regulatory oversight is supported in testing and monitoring routines, and updated when testing gaps are identified.
• 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.
• Design, test, and implement short‑term and long‑term mortgage compliance review policies, procedures, and test plans to improve servicing compliance.
• 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, with professional certifications considered advantageous.
• 2‑4 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.
• Technical Proficiency:
  Proficient with Microsoft PowerPoint, Excel, Word & Outlook.

All employees are required to have smartphones that meet Company security standards with the ability to install apps such as Microsoft Authenticator. Employment will be contingent on this requirement.

• 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
• Employee Emergency and Disaster Fund
• Newrez NOW – Corporate Social Responsibility program with volunteer opportunities and matching gifts up to $1,000

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.