Supervisor, Homeowner Advocacy Analytics- Servicing

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.

Responsibilities

• 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

• 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
• To excel in this role, one should naturally embody empathy, possess strong analytical abilities, excel in communication, and demonstrate a keen willingness to learn about our products, policies, and procedures. Thriving in a demanding environment, embracing challenges with enthusiasm and determination, is essential.

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
• 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)