Supervisor, Homeowner Advocacy - Regulatory Correspondence

About the Role

The Supervisor, Homeowner Advocacy – Regulatory Correspondence leads a team of Regulatory Complaint Writers in investigating and resolving escalated consumer complaints received through regulatory agencies and other executive-level escalation channels. This role provides day-to-day leadership, coaching, training, and quality oversight to ensure complaint investigations and responses are accurate, thorough, customer-focused, and completed within regulatory and investor deadlines. The Supervisor partners with Legal, Compliance, Operations, and other business units to facilitate investigations, remove obstacles, resolve complex issues, and drive timely complaint resolution. Additionally, this role monitors workloads, maintains effective queue management, submits responses through regulatory agency portals, and supports the ongoing development and performance of the team.

Responsibilities

• Supervise and support a team of Regulatory Complaint Writers in the investigation and resolution of consumer complaints, providing guidance on complex cases, regulatory requirements, and appropriate resolution strategies.
• Lead day-to-day complaint operations by monitoring workloads, balancing assignments, and ensuring responses are completed accurately, thoroughly, and within regulatory and investor deadlines.
• Review and provide feedback on complaint investigations and written responses to ensure quality, consistency, regulatory compliance, and a positive customer experience.
• Serve as the primary escalation point for complex or high-risk complaints, partnering with Legal, Compliance, and operational business units to facilitate investigations and remove barriers to resolution.
• Proactively monitor aging inventory, high-priority cases, and regulatory due dates, intervening as needed to prevent missed deadlines and mitigate organizational risk.
• Coach, mentor, and develop team members through ongoing training, performance feedback, quality reviews, and individual development planning.
• Coordinate with internal stakeholders to obtain information, drive accountability, and ensure timely completion of actions required to resolve consumer complaints.
• Oversee the maintenance of complaint tracking systems and ensure complaint records, supporting documentation, and case updates are complete, accurate, and appropriately documented.
• Manage the submission and tracking of responses through regulatory agency portals, including the CFPB and state regulatory agencies, ensuring compliance with all response requirements and deadlines.
• Provide reporting and status updates to leadership regarding complaint volumes, team productivity, aging inventory, quality results, emerging risks, and complaint trends.
• Perform other duties as assigned by management.

Qualifications

• High School Diploma required; bachelor's degree preferred.
• 6+ years related experience.

Skills

• Well-rounded knowledge of Mortgage, Consumer finance, and loss mitigation a plus.
• Excellent verbal and written communication skills.
• General mortgage servicing compliance knowledge.
• Intermediate knowledge of MS Word, MS Excel, Outlook, and MS Access is required.
• Familiarity with SQL, Tableau, and ILS systems a plus.
• Must possess a short learning curve related to assimilation of new skills and tasks.
• Excellent organizational skills needed.
• Ability to multi-task as well as quickly adapt to changing work assignments.

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.

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