Homeowner Advocacy Supervisor: Regulatory Complaints

Newrez LLC; Fort Washington (Montgomery County); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) Retirement plan with employer +

Paid maternity/Parental Leave

Tuition & Certification reimbursement

Employee Mortgage Loan Program

Employee Resource Groups

Job summary

Newrez LLC in the United States is seeking a Supervisor, Homeowner Advocacy to lead a team of Regulatory Complaint Writers, guiding investigations and the timely resolution of escalated consumer complaints with accuracy and regulatory alignment.

You will partner with Legal, Compliance, Operations and other units to drive investigations, remove obstacles, monitor workloads, and coach staff toward high-quality, customer-focused responses across CFPB and state portals.

Qualifications

• High School Diploma required; bachelor’s degree preferred.
• 6+ years related experience in mortgage servicing or compliance.
• Strong knowledge of Mortgage, Consumer finance, and loss mitigation.
• Solid communication skills and proficiency with MS Office; exposure to SQL/Tableau/ILS is a plus.

Responsibilities

• Supervise Regulatory Complaint Writers in investigation and resolution of consumer complaints.
• Lead day-to-day complaint operations, monitor workloads and ensure timely responses.
• Review investigations and responses for quality, compliance and customer experience.
• Serve as primary escalation point for complex/high-risk complaints with Legal/Compliance.
• Coach, mentor, and develop team members with ongoing training and feedback.
• Coordinate with internal stakeholders to drive timely action and information flow.
• Oversee complaint tracking, documentation, and portal submissions (CFPB/state agencies).
• Provide leadership updates on volumes, productivity, aging inventory, and trends.

Skills

Mortgage knowledge

Consumer finance

Loss mitigation

Verbal communication

Written communication

Organizational skills

Multi-tasking

Education

High School Diploma

Bachelor's degree preferred

Tools

MS Word

MS Excel

Outlook

MS Access

SQL

Tableau

ILS systems

Job description

Newrez LLC in the United States is seeking a Supervisor, Homeowner Advocacy to lead a team of Regulatory Complaint Writers, guiding investigations and the timely resolution of escalated consumer complaints with accuracy and regulatory alignment.

You will partner with Legal, Compliance, Operations and other units to drive investigations, remove obstacles, monitor workloads, and coach staff toward high-quality, customer-focused responses across CFPB and state portals.