Regulatory Correspondence Specialist

Newrez LLC - Servicing; Coppell (TX); Sur place; USD 65 000 - 90 000; Plein temps

Résumé du poste

Newrez is seeking a Regulatory Correspondence Specialist in Coppell, TX to manage Qualified Written Requests and disputes with regulatory agencies. You will review escalated inquiries, research issues, and provide formal written responses within deadlines, coordinating with Legal and Compliance teams.

You will mentor junior specialists, produce daily regulatory reporting, and serve as a liaison between regulators and homeowners to guide corrective actions and root-cause improvements.

Qualifications

• High school diploma required.
• Bachelor's degree preferred.
• 5+ years Mortgage Servicing experience.
• Experience in Regulatory Affairs and/or Quality Assurance in mortgage servicing preferred.
• Experience in late-stage mortgage collections is a plus.
• At least 2 years demonstrated quality (no less than 95% quality scores) and productivity (≥12 resolutions/day).

Responsabilités

• Monitor mailbox and portals to log complaints within 24 hours of receipt and respond by deadlines.
• Handle high-risk complaints such as bankruptcy, foreclosure, and legal actions.
• Update and maintain the written complaint database with details, research, and resolution.
• Collaborate with internal departments to obtain resolution and corrective action.
• Be a liaison between Legal and Clients as needed.
• Communicate in writing with Regulatory Agencies (federal, state, local).
• Prioritize tasks according to regulatory deadlines.
• Research the loan to determine problem and next steps, identify root causes, and direct action.
• Make outbound calls to discuss resolution and confirm consumer satisfaction.
• Provide formal written responses to borrowers and regulators.
• Mentor and train Regulatory Correspondence Specialists I and II.

Connaissances

Regulatory knowledge

Quality assurance

Communication

Mentoring

Formation

High school diploma

Bachelor's degree (preferred)

Description du poste

Who We Are

At Newrez, we bring big thinkers and caring doers together to make home happen. We're a team built on heart and hustle, united by a commitment to show up for our customers, our communities, and each other. We believe that when our people thrive, homeowners thrive - and that's why we invest in your growth, wellbeing, and ability to make an impact.

Every day, we work to exceed the expectations of our residential mortgage borrowers and business partners through superior service, simple processes, and clear communication. We do this by empowering our employees, encouraging innovative solutions and recognizing great performance.

POSITION SUMMARY

The Regulatory Correspondence Specialist is accountable for handling Qualified Written Requests and Disputes submitted to Regulatory agencies. The job entails reviewing all escalated written inquiries, disputes and complaints from borrower's or their authorized representatives, researching and resolving issues, and providing formal written responses within prompt deadlines. This position requires dealing and speaking directly to Regulatory Agencies and escalated borrowers to identify areas of their issue and de-escalating the complaint or dispute. The Regulatory Correspondence Specialist works with various department leaders within the company, to investigate and resolve issues for the consumer. They are also responsible for the outreach and communication to consumers when needed after the complaint is received.

The Regulatory Correspondence Specialist is adequately experienced to decipher the homeowner's complaint to the point of identifying the exact issues, identifying root cause, and determining corrective action and next steps. The Regulatory Correspondence Specialist is responsible for conducting meetings for root cause discussions, as needed. They are required to communicate in writing with a synopsis of the complaint/resolution to executives and senior leadership, in a professional manner. In doing so, the Regulatory Correspondence Specialist must feel comfortable providing guidance and direction to other business leaders, taking the appropriate actions to resolve the issue, and providing a formal written response.

Description

Essential Functions, Duties, and Responsibilities

• 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, allegations of 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.

Qualifications and Education Requirements

• High school diploma or equivalent, required.
• Bachelor's degree, preferred.
• 5+ year of 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), in the Homeowner Advocacy Department.

Skills, Abilities, and Know