Regulatory Complaints Team Lead

Newrez; Coppell (TX); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) match

Paid maternity / parental leave

Tuition reimbursement

Employee mortgage loan program

Job summary

Newrez in Coppell, TX is seeking a Supervisor, Homeowner Advocacy to lead a team of Regulatory Complaint Writers in investigating and resolving escalated consumer complaints, including those filed with the CFPB and state regulators.

You will coach staff, manage workloads, ensure timely responses within deadlines, and partner with Legal, Compliance, and Operations to remove obstacles and drive quality outcomes while remaining on-site.

Qualifications

• High school diploma required; bachelor’s degree preferred.
• 6+ years related experience in mortgage servicing or compliance.
• Experience leading a regulatory complaint writing team.
• Strong written and verbal communication.

Responsibilities

• Supervise and support a team of Regulatory Complaint Writers in investigations and resolutions.
• Monitor workloads, balance assignments, and meet regulatory deadlines.
• Review investigations and responses to ensure quality and compliance.
• Serve as escalation point for complex/high-risk complaints with cross-functional partners.
• Coach and develop staff through training and performance feedback.
• Coordinate with Legal, Compliance, and Operations to drive timely actions.
• Maintain complaint tracking systems and ensure documentation accuracy.
• Submit and track responses through regulatory portals (CFPB and state agencies).
• Provide leadership with reports on volumes, productivity, aging inventory, and trends.
• Perform other duties as assigned.

Skills

Regulatory compliance knowledge

Mortgage servicing knowledge

Verbal communication

Written communication

MS Word

MS Excel

Outlook

MS Access

SQL

Tableau

ILS systems

Organization

Time management

Education

High School Diploma

Bachelor's degree preferred

Tools

CFPB portals

Regulatory reporting tools

CRM software

Job description

Newrez in Coppell, TX is seeking a Supervisor, Homeowner Advocacy to lead a team of Regulatory Complaint Writers in investigating and resolving escalated consumer complaints, including those filed with the CFPB and state regulators.

You will coach staff, manage workloads, ensure timely responses within deadlines, and partner with Legal, Compliance, and Operations to remove obstacles and drive quality outcomes while remaining on-site.