Homeowner Advocacy Analyst- Servicing

About the Role

At Newrez, we bring big thinkers and caring doers together to make home happen. The Homeowner Advocacy Analyst - Servicing plays a pivotal role in the Compliance department, utilizing analytical and investigative skills to identify, investigate, respond to, and track borrower, investor, and regulatory inquiries or complaints. This multifaceted position is dedicated to assisting and supporting borrowers and investors with their concerns while collaborating closely with internal departments. The primary objective is to keep Compliance management teams informed and swiftly resolve any potential issues or concerns.

We are seeking a candidate with exceptional writing skills, capable of driving their own assignments and prioritizing effectively, crafting clear, concise, and comprehensive documentation to support these efforts.

Responsibilities

• Strong focus on accuracy and the ability to present complex information in an understandable manner, including grammatical precision and adapting language/style to suit the audience (borrower, investor, or regulator).
• Develop and maintain working knowledge of all federal and state consumer protection laws, mortgage regulations, and policies.
• Communicate with QA Auditors concerning findings and errors to ensure optimal performance and drive business process changes in response to findings and trends.
• Effectively manage caseloads to ensure follow-up and case closure adhere to department standards and regulatory mandates.
• Make informed judgments and resolve concerns efficiently with minimal customer effort.
• Support internal remediation activities and compliance reviews.
• Recommend and coordinate updates to compliance quality monitoring policies and practices to ensure regulatory oversight is supported in testing and monitoring routines.
• Consistently meet and exceed established deadlines with the business and investor requirements.
• Evaluate compliance matters through trend analysis, root cause investigations, and collaboration with process owners to rectify identified errors.
• Work collaboratively with cross-functional teams to ensure prompt resolution of customer and investor concerns.
• Design, test, and implement short-term and long-term mortgage compliance review policies, procedures, and test plans to improve servicing compliance.
• Acquire and maintain an elevated level of understanding of mortgage servicing policies and procedures.
• Provide oversight and monitoring of business processes and controls, working with other departments to ensure timely correction of identified errors.
• Perform related duties as assigned by management.

Requirements

• Bachelor’s degree or higher; professional certifications considered advantageous.
• 2-4 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

• 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.
• Conflict Resolution Skills: Proficiency in conflict resolution techniques to de-escalate tense situations and negotiate satisfactory resolutions.
• Communication Skills: Strong verbal and written communication skills to interact professionally with customers, internal teams, and stakeholders.
• Proficient with Microsoft Office Suite (PowerPoint, Excel, Word, Outlook).
• Empathy, strong analytical abilities, and a keen willingness to learn about products, policies, and procedures.
• Ability to thrive in a demanding environment and embrace challenges with enthusiasm and determination.

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, and Caregiver Leave.
• Adoption Assistance.
• Tuition & Certification reimbursement.
• Employee Mortgage Loan Program.
• Employee Emergency and Disaster Fund to support team members experiencing hardships.

Community & Culture

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 (over 40,000 volunteer hours contributed since 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).

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