Regulatory Complaints Writer

About the role

The Regulatory Complaints Writer is accountable for handling Qualified Written Requests and Disputes submitted to Regulatory agencies. The role entails reviewing all escalated written inquiries, disputes, and complaints from borrowers or their authorized representatives, researching and resolving issues, and providing formal written responses within prompt deadlines. This position requires direct communication with Regulatory Agencies and escalated borrowers to identify and de-escalate complaints or disputes. The Regulatory Complaints Writer collaborates with various department leaders to investigate and resolve consumer issues and conducts outreach to consumers as needed. They must decipher complaints to identify root causes, determine corrective actions, and communicate resolutions professionally to executives and senior leadership.

Responsibilities

• Monitor the mailbox and web portals to ensure complaints are logged within 24 hours of receipt and responded to within deadlines.
• Handle high legal-risk complaints such as bankruptcy, foreclosure, allegations of UDAPP, attorney complaints, monetary compensation, threatening lawsuits, etc.
• Update and maintain the database for written complaints with details of complaints, research, and resolution for tracking and reporting purposes.
• 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 the consumer’s loan to determine the problem 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 resolution and confirm satisfaction with the consumer.
• 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 solution.
• 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 and reach sound decisions.
• Strong negotiation and follow-up skills, as well as 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, bankruptcy, etc.
• Ability to multi-task without sacrificing quality and quickly adapt to changing work assignments.
• Continuous learning and staying up to date with regulations related to RESPA, TILA, FCRA, CFPB, and policies regarding Fraud/ID Theft.

Work Environment

• 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 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. This is not a remote role; individuals in this position are required to be on-site to complete essential job duties, absent extenuating circumstances.

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 to support team members experiencing hardships.

Newrez NOW (Corporate Social Responsibility)

• 1 company-paid Volunteer Time Off day (with 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).