Supervisor - Homeowner Advocacy

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

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 Supervisor, Homeowner Advocacy is responsible for leading a team of Regulatory Complaint Writers in the investigation and resolution of escalated consumer complaints received through regulatory agencies and other executive-level escalation channels. This role provides day-to-day leadership, coaching, training, and quality oversight to ensure complaint investigations and responses are accurate, thorough, customer-focused, and completed within regulatory and investor deadlines. The Supervisor partners with Legal, Compliance, Operations, and other business units to facilitate investigations, remove obstacles, resolve complex issues, and drive timely complaint resolution. Additionally, this role is responsible for monitoring workloads, maintaining effective queue management, submitting responses through regulatory agency portals, and supporting the ongoing development and performance of the team.

Description

Essential Functions, Duties, and Responsibilities

Supervise and support a team of Regulatory Complaint Writers in the investigation and resolution of consumer complaints, providing guidance on complex cases, regulatory requirements, and appropriate resolution strategies.

• Lead day-to-day complaint operations by monitoring workloads, balancing assignments, and ensuring responses are completed accurately, thoroughly, and within regulatory and investor deadlines.
• Review and provide feedback on complaint investigations and written responses to ensure quality, consistency, regulatory compliance, and a positive customer experience.
• Serve as the primary escalation point for complex or high-risk complaints, partnering with Legal, Compliance, and operational business units to facilitate investigations and remove barriers to resolution. Proactively monitor aging inventory, high-priority cases, and regulatory due dates, intervening as needed to prevent missed deadlines and mitigate organizational risk.
• Coach, mentor, and develop team members through ongoing training, performance feedback, quality reviews, and individual development planning.
• Coordinate with internal stakeholders to obtain information, drive accountability, and ensure timely completion of actions required to resolve consumer complaints.
• Oversee the maintenance of complaint tracking systems and ensure complaint records, supporting documentation, and case updates are complete, accurate, and appropriately documented.
• Manage the submission and tracking of responses through regulatory agency portals, including the CFPB and state regulatory agencies, ensuring compliance with all response requirements and deadlines.
• Provide reporting and status updates to leadership regarding complaint volumes, team productivity, aging inventory, quality results, emerging risks, and complaint trends.
• Perform other duties as assigned by management.

Qualifications And Education Requirements

• High School Diploma required; bachelor’s degree preferred.
• 6+ years related experience.

Skills, Abilities, And Knowledge

• Well-rounded knowledge of Mortgage, Consumer finance, and loss mitigation a plus.
• Excellent verbal and written communication skills.
• General mortgage servicing compliance knowledge.
• Intermediate knowledge of MS Word, MS Excel, Outlook, and MS Access is required.
• Familiarity with SQL, Tableau, and ILS systems a plus.
• Must possess a short learning curve related to assimilation of new skills and tasks.
• Excellent organizational skills needed.
• Ability to multi-task as well as quickly adapt to changing work assignments.

Work Environment And Physical Requirements

• Working on-site at assigned office location.
• Regular and punctual attendance adhering to schedule established by leadership.
• Flexibility to work occasional adjusted work schedules, overtime, and evening and/or weekend hours to meet deadlines or as business needs demand.
• Working in a cubicle hub, maintaining focus on phone calls in a noisy environment within earshot of multiple other conversations.
• Sedentary work in a stationary position at a cubicle for prolonged periods of time.
• Constant repetitive motions required for operating a computer, such as typing and managing phone calls.
• Constantly communicating effectively verbally in English, including accurately exchanging information with others following identification of correct procedures.

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 Okta Verify and Microsoft Authenticator. Employment will be contingent on this requirement.

Employees and applicants acknowledge that this is not a remote role. Individuals in this role are required to be on-site to complete essential job duties, absent extenuating circumstances.

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

• 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

• 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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