Supervisor Homeowner Advocacy Analytics - Servicing

NewRez LLC; Coppell (TX); On-site; USD 85,000 - 115,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Matching

Parental Leave

Job summary

Newrez LLC is seeking a Supervisor Homeowner Advocacy Analytics – Servicing to lead the Compliance team’s analytics and investigations into borrower, investor, and regulatory inquiries. You will drive data-driven insights and ensure accuracy and timely responses.

Responsibilities include overseeing Analysts, maintaining regulatory knowledge, and collaborating with QA/QC and other departments to improve processes and outcomes for mortgage servicing.

Qualifications

• Data analysis and reporting for customer complaints and trends.
• Familiarity with mortgage regulatory requirements and servicing policies.
• Strong communication and collaboration with internal/external partners.

Responsibilities

• Lead a team of Homeowner Advocacy Analysts to ensure projects are tracked and executed properly.
• Present complex information clearly to stakeholders and QA/QC auditors.
• Maintain knowledge of mortgage servicing regulations and policies.
• Collaborate with cross-functional teams to resolve borrower and investor concerns.
• Ensure deadlines and regulatory mandates are met consistently.

Skills

Data Analysis

Regulatory Knowledge

Conflict Resolution

Communication

Microsoft Office

Education

Bachelor's degree or higher

Tools

Microsoft Office

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.

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.

POSITION SUMMARY

The Supervisor Homeowner Advocacy Analytics – Servicing is a critical member of the Compliance department, responsible for utilizing advanced analytical and investigative skills to address and resolve borrower, investor, and regulatory inquiries or complaints. This role requires a detail-oriented professional with a strong analytical mindset, exceptional communication skills, and a proactive approach to problem-solving.

DESCRIPTION

• Manage team of Homeowner Advocacy Analysts to ensure projects are tracked, managed, and implemented correctly and effectively.
• Strong focus on accuracy and the ability to present complex information in an understandable manner.
• Develops and maintains working knowledge of all federal and state consumer protection laws, mortgage regulations and policies.
• Communicate with Quality Assurance/Quality Control (QA/QC) Auditors concerning findings, and errors made to ensure optimal performance, and drive business process changes in response to findings and trends.
• Effectively manages caseloads to ensure that follow-up and case closure adhere to department standards and state or federal specific regulatory mandates.
• Makes informed judgments and resolves concerns efficiently.
• Consistently meet and exceed established deadlines with the business along with investor requirements.
• Evaluates compliance matters through trend analysis, root cause investigations, and collaboration with process owners to rectify identified errors.
• Works collaboratively with cross-functional teams to ensure prompt resolution of customer and investor concerns.
• Acquires and maintains an elevated level of understanding of mortgage servicing policies and procedures.
• Provides oversight and monitoring of business processes and controls and works with other departments to ensure errors identified are corrected timely.
• Performs related duties as assigned by management.

Qualifications and Education Requirements

Bachelor's degree or higher, with professional certifications considered advantageous. 6+ years’ experience in the mortgage industry, business controls, compliance, or audit. Proficiency with interpreting mortgage regulatory mandates and evaluating mortgage servicing documentation. Expertise in researching mortgage accounts to accurately identify and rectify potential errors with precision and efficiency. Demonstrated experience effectively managing relationships with internal and external partners.

Skills, Abilities, and Knowledge

• Data Analysis and Reporting: Proficiency in collecting, analyzing, and interpreting data related to customer complaints, and ability to evaluate reporting trends for management review.
• Regulatory Compliance Knowledge: Familiarity with relevant industry regulations and compliance standards to ensure that complaint handling processes adhere to legal requirements and industry best practices.
• Conflict Resolution Skills: Proficiency in conflict resolution techniques to de-escalate tense situations, negotiate satisfactory resolutions, and maintain positive customer relationships.
• Communication Skills: Strong verbal and written communication skills to interact with customers, internal teams, and stakeholders professionally and effectively.
• Proficient with Microsoft - PowerPoint, Excel, Word & Outlook

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.

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.

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: 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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We value and reward entrepreneurial spirit, and we are growing. Few lenders are as innovative, as financially solid, as managed and on track to become America’s leading lender as the Newrez Family of Companies. We deliver products and services that turn prospects into delighted customers -providing abundant opportunity for the great people who work here. These competitive advantages set us apart, and they’re why you can grow with us for the long term.