Regulatory Correspondence & Dispute Specialist

Newrez LLC; Fort Washington (Montgomery County); Presencial; USD 65 000 - 90 000; Tempo integral

Resumo da oferta

Newrez LLC is seeking a Regulatory Correspondence Specialist to manage Qualified Written Requests and disputes with regulatory agencies. The role involves analysis, written responses, and coordination with Legal and other departments to resolve issues and communicate outcomes to regulators and borrowers.

The ideal candidate will have 5+ years in mortgage servicing, experience in regulatory affairs or quality assurance, and strong written/verbal communication.

Qualificações

• High school diploma or equivalent, required.
• Bachelor’s degree, preferred.
• 5+ years Mortgage Servicing experience.
• Experience in Regulatory Affairs and/or Quality Assurance in mortgage servicing, previous complaint handling experience strongly preferred.
• Experience in late-stage mortgage collections, including handling modifications, short sales, and Deeds in Lieu of Foreclosure is a plus.
• At least 2 years demonstrated quality (no less than 95% quality scores) and productivity performance (no less than 12 resolutions per day average).

Responsabilidades

• Monitor the mailbox and web portals to ensure complaints are logged within 24 hours of receipt and responded to within deadlines.
• Handle more legal risk complaints such as bankruptcy, foreclosure, UDAPP, attorney complaints, monetary compensation, threatening lawsuit, etc.
• Update and maintain the database for written complaints with details of the complaints, research, resolution for tracking and reporting purposes.
• Collaborate with internal departments to obtain complaint resolution and corrective action.
• Be a liaison between Legal and Clients, when needed.
• Correspond in writing and verbally with Regulatory Agencies (federal, state, and local level).
• Prioritize and complete tasks according to escalated regulatory deadlines.
• Research the consumer’s loan to determine the problem and next steps toward resolution. Identify root causes and direct internal business owners a corrective action plan for resolution to prevent future complaints.
• Make outbound calls to discuss resolution and confirm satisfaction with the consumer. Ensure the necessary actions or corrections are made to the accounts to resolve disputes, complaints, and inquiries.
• Compose written responses to borrower’s (or their authorized representatives) providing final resolution to regulatory agencies.
• Provide guidance to other team members to resolve complaints.
• Review written responses from other writers to ensure accuracy of information, the response addresses the complaint content, and the information provided is clear and understandable.
• Assist leadership with follow-up escalations or provide additional information to the Examiners.
• Provide daily reporting on the open regulatory complaints.
• Mentor and train Regulatory Correspondence Specialists I and II.
• Communicate with Senior Leadership for all regulatory complaints and corrective actions.
• Become subject matter expert in at least two main areas of Homeowner Advocacy Dispute classes.
• Ability to effectively and accurately convey information to others.
• Performs related duties as assigned by management.

Conhecimentos

Critical thinking

Problem solving

Verbal communication

Written communication

Attention to detail

Organization

Multi-tasking

Negotiation

Team collaboration

English proficiency

Formação académica

High school diploma or equivalent

Bachelor’s degree, preferred

Ferramentas

Microsoft Office

Servicing Director

OnBase Imaging software

Descrição da oferta de emprego

Newrez LLC is seeking a Regulatory Correspondence Specialist to manage Qualified Written Requests and disputes with regulatory agencies. The role involves analysis, written responses, and coordination with Legal and other departments to resolve issues and communicate outcomes to regulators and borrowers.

The ideal candidate will have 5+ years in mortgage servicing, experience in regulatory affairs or quality assurance, and strong written/verbal communication.