Manager – Homeowner Advocacy

• Lead and develop regulatory complaint supervisors responsible for high-risk and escalated customer concerns
• Foster coaching, employee development, accountability, and continuous improvement
• Transform company processes around regulatory disputes, complaints, and consumer/agency communication
• Collaborate with Compliance and Operational teams to resolve issues and remediate process gaps
• Manage workloads, queues, prioritization, and resource allocation to meet deadlines
• Drive completion of deliverables and investigations while preventing missed commitments and reducing aging inventory
• Liaise between federal, state, and local regulatory agencies and operations teams
• Escalate high-risk matters including bankruptcy, foreclosure, UDAAP allegations, attorney complaints, and threatened litigation
• Analyze monthly regulatory correspondence reports, complaint volume, and trends
• Monitor risks and root causes across complaint and advocacy channels and recommend improvements
• Present complaint, regulatory, and operational trend analyses to executive leadership
• Escalate significant legal, regulatory, operational, or reputational exposure to Senior Leadership
• Perform related duties as assigned by supervisor

• College degree or a combination of some college and relevant experience
• Experience in consumer complaint management and/or advocacy
• Mortgage Servicing experience
• In-depth knowledge of compliance policies and procedures, or knowledge of typical Compliance Management System requirements through prior work experience
• Strong knowledge of FCRA, UDAAP and applicable laws and regulations with a consumer impact
• Strong analysis and problem-solving skills
• Strong communication and ability to influence others
• Ability to make decisions and recommendations guided by policies for improvement in compliance processes
• Strong analytical and decision‑making skills
• Strong project management skills
• Regular and punctual attendance
• Flexibility to work occasional adjusted schedules, overtime, and evening and/or weekend hours
• Ability to work on‑site at assigned office location
• Ability to work in a cubicle hub and maintain focus in a noisy environment
• Ability to perform sedentary work and constant repetitive computer motions
• Ability to communicate effectively verbally in English
• Smart phone meeting Company security standards and able to install apps such as Okta Verify and Microsoft Authenticator; employment is contingent on this requirement

Demonstrates expertise in regulatory compliance, consumer complaint management, and mortgage servicing, with strong analytical, decision‑making, and project management skills. Capable of fostering employee development and collaboration across teams to enhance compliance processes and resolve high‑risk customer concerns.

• Regulatory Compliance Management
• Consumer Complaint Management
• Mortgage Servicing Experience
• FCRA and UDAAP Knowledge
• Project Management Skills

• Regulatory Analysis
• Complaint Volume Analysis
• Process Improvement
• Risk Monitoring
• Decision‑Making
• Problem‑Solving
• Data Analysis
• Resource Allocation
• Trend Analysis
• Compliance Policies Knowledge

• Coaching
• Employee Development
• Communication
• Influencing Others
• Accountability

• Compliance Management System
• Consumer Advocacy
• Federal Regulations
• State Regulations
• Local Regulations
• Bankruptcy
• Foreclosure
• UDAAP Allegations
• Attorney Complaints
• Litigation

• Okta Verify
• Microsoft Authenticator