Manager - Root Cause

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 Manager - Root Cause leads the identification, analysis, and remediation of systemic failures surfaced through customer complaints across the origination and mortgage servicing lifecycle. This role builds and leads a team of Root Cause Analysis (RCA) professionals who conduct end-to-end investigations and is accountable for translating complaint trends, error patterns, and regulatory findings into prioritized, measurable corrective action. The manager works cross-functionally with Operations, Compliance, Legal, Technology, and Risk partners to eliminate defects at their source, distilling complex investigations into clear, decision-ready summaries for senior leadership and boards.

Beyond individual investigations, this role is responsible for reducing customer harm and regulatory exposure while driving continuous improvement at scale and building a high-performing team: ensuring the RCA function operates as a consistent, defensible discipline rather than a collection of one-off investigations.

• Prioritize RCA investigations based on complaint volume, financial impact, customer harm, and regulatory risk.
• Segment and trend complaint data by root cause category, business unit, vendor, and severity to distinguish isolated incidents from systemic defects.
• Develop and maintain comprehensive reporting to identify and monitor complaint trends and emerging risks.
• Validate that implemented controls and Corrective Action Plan (CAP) are effective through measurable performance criteria

• Identify issues with potential violations of RESPA, TILA, FDCPA, Regulation X/Z, ECOA, and applicable state mortgage laws.
• Partner with Compliance and Operational Controls to address defects with financial exposure, customer harm, and remediation obligations.
• Escalate high-risk items to senior leadership and ensure findings do not recur across subsequent monitoring cycles.

• Create and present comprehensive findings and corrective action status to executive leadership, risk committees, and board-level forums.
• Serve as subject matter expert in regulatory examinations, internal audits, and investor reviews.
• Prepare executive-level RCA summaries for clients and monthly presentations.

This role carries direct managerial accountability for a team of RCA analysts. Expectations include:

• Team structure & workload management:
  Assign investigations based on analyst capability, workload, and case complexity; monitor caseloads and reprioritize as urgent issues arise.
• Cadence of interaction:
  Weekly one‑on‑ones, regular team meetings, and ad hoc check‑ins on urgent or regulator‑facing investigations.
• Quality control & calibration:
  Review and approve analyst RCA write‑ups and CAP recommendations; run calibration sessions to ensure consistent categorization and documentation standards.
• Coaching & performance management:
  Coach analysts on investigative technique, regulatory knowledge, and executive‑ready communication; identify skill gaps and arrange relevant training. Set performance goals tied to investigation quality and timeliness, and manage reviews and improvement plans as needed.
• Cross‑team collaboration modeling:
  Represent the team in cross‑functional forums and ensure analysts have direct access to Operations, Compliance, Legal, and Technology partners needed to complete investigations efficiently.

Perfor…