Supervisor Document Administration (On-site)

newrez; United States; On-site; USD 90,000 - 130,000; Full time

Job summary

Newrez seeks a experienced Supervisor of Document Administration to lead the daily operations of the team, ensuring accurate processing and timely reporting for mortgage servicing tasks. The role oversees assignments, lien releases, collateral, file center activities, and related operations, while maintaining strict compliance with SLAs.

The ideal candidate brings 6+ years in mortgage document administration, strong leadership and borrower communication skills, and a track record of process

Qualifications

• High school diploma or equivalent, required.
• Associates or bachelor’s degree preferred.
• 6+ years' experience in Document Administration in Mortgage Servicing or similar field.
• Internal candidate references may be required.
• Strong borrower-facing communication skills.

Responsibilities

• Provide leadership, support, and guidance to the team members of the assigned functional area.
• Organize workflow and ensure employees understand their duties and delegated tasks.
• Ensure all employees receive appropriate training, including compliance training.
• Receive complaints/escalations and own resolution.
• Set goals and monitor performance with timely feedback and coaching.
• Conduct regular performance reviews of vendors and custodians for SLA compliance.
• Ensure accurate and timely reporting from the functional area.
• Communicate information from upper management to employees and vice versa.
• Assist with updating SharePoint, Job Aids, and Workflows.
• Keep published policies and procedures current with annual updates.
• Performs related duties as assigned by management.

Skills

Leadership

Mortgage servicing knowledge

Vendor management

Conflict resolution

Communication skills

Time management

Team development

MS Office suite

Confidentiality handling

Problem solving

Education

Associates or Bachelor's degree preferred

High school diploma or equivalent required

Tools

MS Office: Word, Excel & Outlook

SQL basics

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.

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.

Direct Reports: Yes No

• Team Lead - Document Administration Title
• Team Lead - Document Administration Collateral
• Document Administration - Title Specialist II, III
• Document Administration - Collateral Specialist II, III
• Document Administration Specialist I
• Document Administration - Support Specialist I

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.

*These essential functions are fundamental to the role, and must be performed on-site, as they cannot physically be performed remotely. In addition, the Company has determined that an in‑person presence is important to critical components of our work, including oversight, training, collaboration, and productivity. Items not marked (*) as essential on‑site may still require partial on‑site work to perform the role satisfactorily.

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)

Knowledge, Skills, and Abilities

• 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