Lead Regulatory Complaints Manager

NewRez LLC; Coppell (TX); On-site; USD 95,000 - 135,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) with employer match

Paid maternity/Parental leave

Job summary

Newrez LLC is seeking a Manager, Homeowner Advocacy to lead the Regulatory Complaints teams within the Homeowner Advocacy Department. You will oversee investigations of high-risk customer complaints and interactions with regulators at all levels, driving corrective actions to reduce risk and improve outcomes.

You will partner with senior leadership to identify trends, root causes, and process gaps, ensuring timely resolutions while meeting investor and regulatory deadlines.

Qualifications

• College degree or a combination of some college and relevant experience.
• Experience in consumer complaint management and/or advocacy.
• Mortgage Servicing experience.
• Knowledge of compliance policies and procedures.
• Strong knowledge of FCRA, UDAAP and applicable laws.

Responsibilities

• Lead and develop a team of regulatory complaint supervisors responsible for resolving the organization's highest-risk and most escalated customer concerns.
• Transform the Company’s processes around regulatory disputes, complaints, and consumer/agency communication.
• Ensure operational excellence through disciplined workload and queue management, prioritization, and resource allocation.
• Drive timely completion of all investigations with compliance and regulatory requirements.
• Present complaints, regulatory, and operational trend analyses to executive leadership.

Skills

FCRA/UDAAP knowledge

Regulatory compliance

Analytical skills

Project management

Strong communicator

Education

College degree

Job description

Newrez LLC is seeking a Manager, Homeowner Advocacy to lead the Regulatory Complaints teams within the Homeowner Advocacy Department. You will oversee investigations of high-risk customer complaints and interactions with regulators at all levels, driving corrective actions to reduce risk and improve outcomes.

You will partner with senior leadership to identify trends, root causes, and process gaps, ensuring timely resolutions while meeting investor and regulatory deadlines.