Team Lead- Regulatory- Homeowner Advocacy

Who We Are

At Newrez, we bring big thinkers and caring doers together to make home happen. We’re a team built on heart and hustle, united by a commitment to show up for our customers, our communities, and each other. We believe that when our people thrive, homeowners thrive - and that’s why we invest in your growth, wellbeing, and ability to make an impact.

Every day, we work to exceed the expectations of our residential mortgage borrowers and business partners through superior service, simple processes, and clear communication. We do this by empowering our employees, encouraging innovative solutions and recognizing great performance.

• Facilitate the training of new hires and temporary staff, ensuring a smooth onboarding process.
• Identify and assess gaps in policies and procedures within the Homeowner Advocacy Department, providing valuable input for enhancement.
• Coach team members on effective prioritization and timely completion of tasks in accordance with regulatory deadlines.
• Assist in the reallocation of work to maintain balance and address changes in workload distribution.
• Cultivate positive relationships with department leaders, effectively escalating and resolving issues on behalf of team members.
• Proactively schedule and participate in meetings with other departments to address process issues and challenges collaboratively.
• Review letters for accuracy and compliance, offering guidance to newer associates and temporary staff, and crafting responses to Attorneys.
• Collaborate with management to monitor Homeowner Advocacy Specialists' performance, evaluating worklist management, allocation, quality, job knowledge, and attendance.
• Serve as a resource for staff members, addressing questions related to policies, procedures, worklists, and quality standards.
• Provide support to management in handling special projects as needed.
• Conduct continuous assessments to identify areas for improvement, developing plans and evaluation criteria to drive ongoing enhancement.
• Keep supervisors informed of problems or issues, monitoring worklist volume and production to ensure optimal efficiency.
• Effectively communicate with internal and external stakeholders to resolve verbal or written concerns raised by homeowners.
• Serves as a subject matter expert in the Homeowner Advocacy Department.
• Perform additional duties as assigned by the supervisor, demonstrating flexibility and adaptability in fulfilling responsibilities.

• High school diploma or equivalent.
• 6+ years’ 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 is a plus.
• At least 2 years demonstrated quality (no less than 95% quality scores) and productivity performance (no less than 12 resolutions per day average), in the Homeowner Advocacy Department.

These professional attributes reflect a commitment to efficiency, collaboration, and the consistent delivery of high-quality work within established deadlines.

• Effective Time Management: Demonstrated ability to manage time exceptionally well, efficiently handling multiple tasks simultaneously.
• Interpersonal Skills and Team Mentality: Possess strong interpersonal skills, fostering positive team dynamics and collaboration.
• Written Communication Proficiency: Exhibit excellent written communication skills, including a keen attention to grammar, spelling, punctuation, and sentence structure.
• Commitment to Excellence: Proven track record of maintaining an excellent work ethic, consistently meeting deadlines, and delivering high-quality results.
• Follow-up and Accountability: Strong follow-up skills combined with a sense of accountability, ensuring that tasks are completed thoroughly and on time.
• Superior Organizational Skills: Exceptional organizational skills, enabling efficient task prioritization and systematic workflow management.
• Adaptability and Multitasking: Demonstrated ability to adapt quickly to changing work assignments, coupled with effective multitasking capabilities.

While this description is intended to be an accurate reflection of the position’s requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.

By applying to this position candidate acknowledges that this is not a remote role and is required to be on-site.

Additional Information:

While this description is intended to be an accurate reflection of the position’s requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.

All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Microsoft Authenticator. Employment will be contingent on this requirement.

Why Newrez

We’re a great place to work because we invest in what matters: your career, your community, your wellbeing, and your future. Our total rewards package is designed to support your whole self.

Company Benefits:

We offer benefits, programs, and perks that support you in every aspect of your life.

• 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

Newrez NOW:

Through Newrez NOW, our Corporate Social Responsibility program, you’ll have opportunities to give back, lead, and make a difference.

• 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)
  

Equal Employment Opportunity 

We're proud to be an equal opportunity employer- and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.

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