Supervisor - Document Administration

Newrez; Tempe (AZ); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) Retirement plan with employer‑匹

Paid maternity leave/parential bonding

Job summary

Newrez is seeking a Supervisor Document Administration in Tempe to lead a team handling assignments, lien releases, collateral, file center operations, and related processes within mortgage servicing. You will guide day-to-day workflow, improve policies, and ensure compliance with SLAs while supporting a cross-functional team.

The role requires strong leadership, advanced MS Office skills, and 6+ years in mortgage document administration.

Qualifications

• High school diploma or equivalent; Associate or bachelor’s degree preferred.
• 6+ years’ experience in Document Administration in Mortgage Servicing or similar field.
• Internal candidates: prior year performance evaluation 3.5+ and supervisor recommendation.

Responsibilities

• Provide leadership and guidance to the team in the assigned functional area.
• Organize workflow and ensure duties are understood and performed.
• Deliver training and education to staff, including compliance training.
• Receive and own borrower/client escalations and drive resolution.
• Set performance goals and monitor productivity; provide feedback and coaching.
• Review vendor and custodian performance; ensure SLA compliance.
• Ensure timely and accurate reporting and communication up to management.
• Maintain and update the Document Administration SharePoint site and policies.

Skills

Leadership

Workflow management

Training & education

Vendor management

Communication skills

Time management

Microsoft Office

SQL basics

Education

Associates or bachelor’s degree preferred

Tools

SharePoint

Excel (pivot tables)

SQL

MS Office Suite

Job description

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.

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.

Primary Function

The Supervisor Document Administration is responsible for assisting the Manager Document Administration with daily oversight and management of the respective departmental sub-team(s) - Assignments, Lien Release, Collateral (Active or Liquidated), File Center, MERS, Transaction Management, Land Transactions, Assumptions, etc.

Principal Duties

• Provide leadership, support, and guidance to the team members of the assigned functional area.
• Organize workflow and ensure that employees understand their assigned duties and /or delegated tasks.
• Ensure all employees receive appropriate functional area training and education, including ongoing compliance training.
• Receive complaints/escalations from borrowers, clients, and other external customers. Take ownership of all issues (borrower, client, external customers, etc.) and follow through to resolution.
• Set goals for employee performance and deadlines that are in alignment with departmental and organizational goals. Monitor employee productivity and performance. Provide constructive feedback and coaching.
• Conduct regular performance reviews of vendors and custodians within assigned functional area(s), to ensure compliance with any/all service level agreements (SLAs).
• Ensure accurate and timely delivery of reporting from the respective functional area – internal, client, vendor, custodial, etc.
• Ensure accurate and timely communication of information received from upper management to employees and vice versa.
• Assist Manager Document Administration with regular updates to the Document Administration SharePoint site, along with corresponding Job Aids and Workflows, etc.
• Assist Manager Document Administration with regular updates to all published policies and procedures to ensure that they remain current and receive, at a minimum, annual updates.
• Performs related duties as assigned by management.

Required Education And Experience

• High school diploma or equivalent, required.
• Associates or bachelor’s degree preferred.
• 6+ years’ experience in Document Administration in Mortgage Servicing or similar field.
• Prior year performance evaluation of 3.5 or better. (Internal candidates only)
• Direct Supervisor recommendation. (Internal candidates only)

Required Knowledge, Skills, And Ability

• Intermediate to advanced knowledge of all Document Administration functions.
• Proven experience as a supervisor or other relevant leadership role.
• General mortgage servicing and mortgage document knowledge.
• General resource and pipeline management skills.
• Ability to handle confidential material in a professional, ethical manner.
• Strong borrower-facing communication skills.
• Superior interpersonal skills to build and maintain professional relationships with vendors, co-workers, etc.
• Superior professional communication skills – written & verbal.
• Superior time management skills & ability to respond to vendor/inter-departmental requests in a timely fashion.
• Ability to prioritize workload to meet deadlines and achieve volume goals and performance standards.
• Ability to maintain a consistent teamwork mentality.
• Ability to learn and execute multiple job functions.
• Advanced knowledge of MS Office: Word, Excel & Outlook Ability to merge, summarize and present data using excel functions such as pivot tables and formulas.
• Research & analytical skills to comprehend applicable state laws.
• Superior written and verbal communication and follow up skills as well as a strong sense of accountability. Technical writing experience helpful.
• Ability to multi-task and well organized.
• Entry level SQL skills preferred.

While this description is intended to be an accurate reflection of the position’s requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.

All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Okta Verify and Microsoft Authenticator. Employment will be contingent on this requirement.

By applying to this position candidate acknowledges that this is not a remote role and is required to be on-site.

Additional Information

While this description is intended to be an accurate reflection of the position’s requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.

All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Microsoft Authenticator. Employment will be contingent on this requirement.

Why Newrez

We’re a great place to work because we invest in what matters: your career, your community, your wellbeing, and your future. Our total rewards package is designed to support your whole self.

Company Benefits

We offer benefits, programs, and perks that support you in every aspect of your life.

• Medical, dental, and vision insurance
• Health Savings Account with employer contribution
• 401(k) Retirement plan with employer match
• Paid Maternity Leave/Parental Bonding Leave/Caregiver Leave
• Adoption Assistance
• Tuition & Certification reimbursement
• Employee Mortgage Loan Program
• The Newrez Employee Emergency and Disaster Fund is a program to support our team members experiencing hardships

Newrez NOW

Through Newrez NOW, our Corporate Social Responsibility program, you’ll have opportunities to give back, lead, and make a difference.

• 1 company-paid Volunteer Time Off day (with over 40,000 volunteer hours contributed since our inception)
• Matching Gifts Program - dollar-for-dollar up to $1,000
• Access to grants, nonprofit resources, and volunteer opportunities
• More than $6,000,000 donated since 2020
• 1 in 5 employees participates in at least one Employee Resource Group (ERG)

Equal Employment Opportunity

We're proud to be an equal opportunity employer- and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.

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