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.

Primary Function:

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.

We are seeking a candidate with exceptional writing skills, capable of driving his or her own assignments and prioritizing effectively, crafting clear, concise, and comprehensive documentation to support these efforts.

Principal Duties:

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.

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 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 concerns efficiently with minimal customer effort.

Supports 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.

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 and investor 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.

Education and Experience:

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…