Regulatory Complaints Writer

About the role

The Regulatory Complaints Writer is accountable for handling Qualified Written Requests and Disputes submitted to Regulatory agencies. This role involves reviewing escalated written inquiries, disputes, and complaints from borrowers or their authorized representatives, researching and resolving issues, and providing formal written responses within prompt deadlines. The position requires direct communication with Regulatory Agencies and escalated borrowers to identify and de-escalate issues. The Regulatory Complaints Writer collaborates with various department leaders to investigate and resolve consumer issues and conducts outreach as needed.

This role demands the ability to decipher homeowner complaints, identify root causes, determine corrective actions, and communicate resolutions professionally to executives and senior leadership. The Regulatory Complaints Writer also provides guidance to business leaders and ensures appropriate actions are taken to resolve issues.

Responsibilities

• Monitor the mailbox and web portals to log complaints within 24 hours of receipt and respond within deadlines.
• Handle high legal-risk complaints such as bankruptcy, foreclosure, allegations of UDAPP, attorney complaints, monetary compensation, and threatening lawsuits.
• Update and maintain the database for written complaints, including details of complaints, research, and resolution for tracking and reporting.
• Collaborate with internal departments to obtain complaint resolution and corrective action.
• Serve as a liaison between Legal and Clients when needed.
• Correspond in writing and verbally with Regulatory Agencies (federal, state, and local levels).
• Prioritize and complete tasks according to escalated regulatory deadlines.
• Research consumer loans to determine problems and next steps toward resolution.
• Identify root causes and direct internal business owners to implement corrective action plans to prevent future complaints.
• Make outbound calls to discuss resolutions and confirm consumer satisfaction.
• Ensure necessary actions or corrections are made to accounts to resolve disputes, complaints, and inquiries.
• Compose written responses to borrowers or their authorized representatives, providing final resolution to regulatory agencies.
• Provide guidance to other team members to resolve complaints.
• Review written responses from other writers to ensure accuracy, clarity, and completeness.
• Assist leadership with follow-up escalations or provide additional information to Examiners.
• Provide daily reporting on open regulatory complaints.
• Mentor and train Regulatory Correspondence Specialists.
• Communicate with Senior Leadership regarding all regulatory complaints and corrective actions.
• Become a subject matter expert in at least two main areas of Homeowner Advocacy Dispute classes.
• Perform additional projects and duties as assigned by supervisor.

Requirements

• High school diploma or equivalent (required).
• Bachelor’s degree (preferred).
• 5+ years of Mortgage Servicing experience.
• Experience in Regulatory Affairs and/or Quality Assurance in mortgage servicing; previous complaint handling experience strongly preferred.
• Experience in late-stage mortgage collections, including handling modifications, short sales, and Deeds in Lieu of Foreclosure (a plus).
• At least 2 years of demonstrated quality (no less than 95% quality scores) and productivity performance (no less than 12 resolutions per day average) in the Homeowner Advocacy Department.

Skills

• Ability to apply critical thinking and problem-solving skills to collaborate and find the best solutions.
• Strong verbal and written communication skills with professional use of grammar, spelling, punctuation, and sentence structure.
• Demonstrated attention to detail and organizational skills.
• Superior work ethic.
• Proficient in Microsoft Office, Servicing Director, and OnBase Imaging software.
• Analytical, problem-solving, and mathematical skills with the ability to gain agreement from multiple levels of the organization.
• Strong negotiation and follow-up skills, with the ability to meet strict deadlines.
• Comprehensive knowledge of all aspects of the mortgage servicing industry, including payment processing, escrow, taxes, insurance, loan boarding, credit reporting, loss mitigation, foreclosure, and bankruptcy.
• Ability to multi-task without sacrificing quality and quickly adapt to changing work assignments.
• Requires continuous learning and staying updated with regulations related to RESPA, TILA, FCRA, CFPB, and policies regarding Fraud/ID Theft.

Work Environment

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

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

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.
• Newrez Employee Emergency and Disaster Fund to support team members experiencing hardships.

Community & Growth

• Newrez NOW Corporate Social Responsibility program offering 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.
• Over $6,000,000 donated since 2020.
• 1 in 5 employees participates in at least one Employee Resource Group (ERG).