Regulatory Complaints Supervisor – Homeowner Advocacy

NewRez LLC; Coppell (TX); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical insurance

Health Savings Account with employer

401(k) with employer match

Parental leave

Tuition & Certification reimbursement

Employee Mortgage Loan Program

Volunteer Time Off

Matching Gifts Program

ERGs

Job summary

Newrez LLC is seeking a Supervisor, Homeowner Advocacy - Regulatory Correspondence to lead a team handling escalated consumer complaints across regulatory channels. You will ensure accurate, timely responses and collaborate with Legal, Compliance, and Operations to remove barriers and drive resolution.

You will monitor workloads and deadlines, coach staff, and provide status updates on volumes, aging inventory, and trends while maintaining high customer satisfaction in a on-site environment.

Qualifications

• High School Diploma required; bachelor's degree preferred.
• 6+ years related experience in mortgage servicing or regulatory correspondence.
• Excellent verbal and written communication skills; ability to manage complex cases.
• Knowledge of Mortgage, Consumer finance, and loss mitigation a plus.
• MS Word, MS Excel, Outlook; MS Access understood; SQL/Tableau/ILS a plus.

Responsibilities

• Supervise and guide a team of Regulatory Complaint Writers in investigations and responses.
• Serve as primary escalation point for complex or high-risk complaints with Legal and Compliance.
• Monitor workloads, aging inventory, and regulatory deadlines; ensure timely resolutions.
• Coach and develop team members; provide training and performance feedback.
• Coordinate with internal stakeholders to gather information and drive actions to resolve complaints.
• Oversee complaint tracking systems and ensure proper documentation and records.
• Manage submission and tracking of responses through CFPB and state portals; report to leadership.

Job description

Newrez LLC is seeking a Supervisor, Homeowner Advocacy - Regulatory Correspondence to lead a team handling escalated consumer complaints across regulatory channels. You will ensure accurate, timely responses and collaborate with Legal, Compliance, and Operations to remove barriers and drive resolution.

You will monitor workloads and deadlines, coach staff, and provide status updates on volumes, aging inventory, and trends while maintaining high customer satisfaction in a on-site environment.