Supervisor – Homeowner Advocacy

• Supervise and support a team of Regulatory Complaint Writers investigating and resolving consumer complaints
• Monitor workloads, balance assignments, and ensure responses meet regulatory and investor deadlines
• Review complaint investigations and written responses for quality, consistency, regulatory compliance, and customer experience
• Serve as primary escalation point for complex or high-risk complaints
• Partner with Legal, Compliance, and operational business units to facilitate investigations and remove barriers
• Monitor aging inventory, high-priority cases, and regulatory due dates
• Coach, mentor, and develop team members through training, feedback, quality reviews, and development planning
• Coordinate with internal stakeholders to obtain information and drive accountability
• Oversee complaint tracking systems and documentation
• Manage submission and tracking of responses through CFPB and state regulatory agency portals
• Provide leadership reporting on complaint volumes, productivity, aging inventory, quality, risks, and trends
• Perform other duties as assigned by management

• High School Diploma required; bachelor’s degree preferred
• 6+ years related experience
• Well-rounded knowledge of Mortgage, Consumer finance, and loss mitigation a plus
• Excellent verbal and written communication skills
• General mortgage servicing compliance knowledge
• Intermediate knowledge of MS Word, MS Excel, Outlook, and MS Access is required
• Familiarity with SQL, Tableau, and ILS systems a plus
• Must possess a short learning curve related to assimilation of new skills and tasks
• Excellent organizational skills needed
• Ability to multi-task as well as quickly adapt to changing work assignments
• Regular and punctual attendance adhering to schedule established by leadership
• Flexibility to work occasional adjusted work schedules, overtime, and evening and/or weekend hours
• Constantly communicating effectively verbally in English
• Smart phone meeting Company security standards with ability to install apps such as Okta Verify and Microsoft Authenticator

Demonstrates expertise in regulatory complaint management, including investigation, resolution, and compliance within the mortgage and consumer finance sectors. Proven ability to lead and develop teams while ensuring high-quality responses and adherence to regulatory deadlines.

• Regulatory Complaint Management
• Mortgage Servicing Compliance
• Team Leadership and Development
• MS Word, MS Excel, Outlook, MS Access
• SQL and Tableau Familiarity

• Complaint Investigation
• Regulatory Compliance
• Quality Review
• Consumer Finance Knowledge
• Loss Mitigation Knowledge

• Excellent Verbal Communication
• Excellent Written Communication
• Organizational Skills
• Multi-tasking Ability
• Adaptability

• Consumer Complaints
• Regulatory Deadlines
• Escalation Management
• Stakeholder Coordination
• Leadership Reporting

• Complaint Tracking Systems
• CFPB Submission Portals
• ILS Systems
• Okta Verify
• Microsoft Authenticator