Mortgage Regulatory Complaints Team Lead

Coast One Mortgage; Coppell (TX); On-site; USD 90,000 - 120,000; Full time

Job summary

Newrez seeks a Supervisor, Homeowner Advocacy to lead a team of Regulatory Complaint Writers handling consumer complaints from regulatory agencies. You will guide investigations, ensure accuracy, and meet deadlines, coordinating with Legal, Compliance, and Operations to resolve issues promptly.

You’ll monitor workloads, coach staff, and report on trends while maintaining complaint tracking and portal submissions. This role is on-site at our Coppell, TX location with opportunities for growth.

Qualifications

• Supervise and lead a team of Regulatory Complaint Writers.
• Experience handling consumer complaints through regulatory portals.
• Strong written and verbal communication in professional setting.

Responsibilities

• Supervise and support a team of Regulatory Complaint Writers in investigations and resolutions.
• Monitor workloads, balance assignments, ensure timely, accurate responses.
• Review investigations and responses for quality and regulatory compliance.
• Escalate complex/high-risk complaints with Legal, Compliance, and ops partners.
• Coach and develop team members through training and feedback.
• Coordinate with stakeholders to gather information and drive actions.
• Maintain complaint tracking systems and document updates.
• Manage submissions through CFPB and state portals with deadlines.
• Provide leadership reporting on volumes, productivity, aging, and trends.
• Perform other duties as assigned.

Skills

Mortgage knowledge

Communication

Mortgage servicing compliance

MS Office proficiency

Multi-tasking

Organizational skills

Adaptability

Education

High School Diploma

Bachelor’s degree preferred

Tools

MS Word

MS Excel

Outlook

MS Access

SQL

Tableau

ILS systems

Job description

Newrez seeks a Supervisor, Homeowner Advocacy to lead a team of Regulatory Complaint Writers handling consumer complaints from regulatory agencies. You will guide investigations, ensure accuracy, and meet deadlines, coordinating with Legal, Compliance, and Operations to resolve issues promptly.

You’ll monitor workloads, coach staff, and report on trends while maintaining complaint tracking and portal submissions. This role is on-site at our Coppell, TX location with opportunities for growth.