Supervisor, Homeowner Advocacy - Regulatory Correspondence

About the Role

The Supervisor, Homeowner Advocacy - Regulatory Correspondence leads a team of Regulatory Complaint Writers in the investigation and resolution of 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.

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