Senior 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. 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 Senior 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 Senior Homeowner Advocacy Analyst
- Servicing also serves as a key resource for proofreading and conducting second-level reviews within their team, ensuring the accuracy and quality of documentation. The primary objective is to keep Compliance management teams informed and swiftly resolve any potential issues or concerns. We are seeking a candidate with exceptional writing skills, capable of crafting clear, concise, and comprehensive documentation to support these efforts.

Strong focus on accuracy and the ability to present complex information in an understandable manner. This includes an eye for grammatical precision and the ability to adapt language and style to suit the needs of the borrower, investor, or regulator. Develops and maintains working knowledge of all federal and state consumer protection laws, mortgage regulations and policies. 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 complaints efficiently with minimal customer effort. Supports internal remediation activities and compliance reviews. 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 concerns. Designs, tests, and implements short-term and long-term mortgage compliance review policies, procedures, and test plans to improve servicing compliance.

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. 5+ years’ experience in business controls, compliance, or audit. 5+ years’ experience in the mortgage industry. 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…