What are the responsibilities and job description for the Onshore Support & Research Team Lead- Homeowner Advocacy- Mortgage Servicing position at Newrez?
Exceed the expectations of our residential mortgage borrowers & business partners through superior service, simple processes, and effective communications.
We deliver on this mission by empowering our employees by encouraging and recognizing superior performance and innovative solutions, by promoting teamwork and divisional cooperation.
Position Overview
The Team Lead & Onshore Support Coordinator is an experienced Homeowner Advocacy specialist who serves both as a subject matter expert and as a liaison between onshore leadership and offshore delivery teams. This role blends advanced complaint‑handling expertise with cross‑team coordination, research support, and process guidance. The ideal candidate has mastered complex homeowner issues, communicates effectively across cultures, and supports both peers and leadership through coaching, issue resolution, and operational alignment.
This individual maintains their core workload while taking on expanded responsibilities such as training, escalations, research, and cross‑department collaboration. They demonstrate strong organizational skills, cultural awareness, and a proactive, solutions‑oriented mindset—positioning them for future leadership opportunities.
Key Responsibilities
Team Support & Leadership
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 Okta Verify and Microsoft Authenticator. Employment will be contingent on this requirement.
Company Benefits
Newrez is a great place to work but we are only as strong as our greatest asset, our employees, so we believe in rewarding them!
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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We deliver on this mission by empowering our employees by encouraging and recognizing superior performance and innovative solutions, by promoting teamwork and divisional cooperation.
Position Overview
The Team Lead & Onshore Support Coordinator is an experienced Homeowner Advocacy specialist who serves both as a subject matter expert and as a liaison between onshore leadership and offshore delivery teams. This role blends advanced complaint‑handling expertise with cross‑team coordination, research support, and process guidance. The ideal candidate has mastered complex homeowner issues, communicates effectively across cultures, and supports both peers and leadership through coaching, issue resolution, and operational alignment.
This individual maintains their core workload while taking on expanded responsibilities such as training, escalations, research, and cross‑department collaboration. They demonstrate strong organizational skills, cultural awareness, and a proactive, solutions‑oriented mindset—positioning them for future leadership opportunities.
Key Responsibilities
Team Support & Leadership
- Coach team members on prioritization, regulatory deadlines, and quality expectations.
- Assist with workload balancing and reallocation to maintain efficiency.
- Serve as a subject matter expert for policies, procedures, worklists, and quality standards.
- Review letters and deliverables for accuracy, compliance, and clarity; provide guidance to newer associates.
- Support management in monitoring performance, including quality, productivity, job knowledge, and attendance.
- Handle escalated or complex homeowner complaints with professionalism and accuracy.
- Clarify requirements, processes, and expectations to support alignment across global teams.
- Provide context for onshore workflows, tools, and decision‑making frameworks.
- Identify misunderstandings or blockers early and work with stakeholders to resolve them.
- Foster strong, respectful relationships between onshore and offshore teams.
- Communicate effectively with internal and external stakeholders to resolve homeowner concerns.
- Build positive relationships with department leaders and escalate issues appropriately.
- Capture action items in meetings and ensure follow‑through.
- Maintain transparency with supervisors regarding workload, issues, and production trends.
- High school diploma or equivalent.
- 6 years of mortgage servicing experience preferred
- Experience in Regulatory Affairs, Quality Assurance, or complaint handling strongly preferred.
- Experience in late‑stage mortgage collections (modifications, short sales, DIL) is a plus.
- Experience working with or supporting offshore/global teams.
- Excellent time management and ability to handle multiple tasks efficiently.
- Strong interpersonal skills and a collaborative team mindset.
- Exceptional written communication, including grammar, clarity, and structure.
- High accountability, strong follow‑through, and consistent delivery of high‑quality work.
- Superior organizational skills and attention to detail.
- Ability to adapt quickly to changing priorities and multitask effectively.
- Cultural awareness and the ability to adjust communication styles across global teams.
- Strong research and analytical skills with the ability to distill complex information.
- Comfort working independently and anticipating team needs.
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 Okta Verify and Microsoft Authenticator. Employment will be contingent on this requirement.
Company Benefits
Newrez is a great place to work but we are only as strong as our greatest asset, our employees, so we believe in rewarding them!
- Medical, dental, and vision insurance
- Health Savings Account with employer contribution
- 401(k) Retirement plan with employer match
- Paid Maternity Leave/Parental Bonding Leave
- Pet insurance
- Adoption Assistance
- Tuition reimbursement
- Employee Loan Program
- The Newrez Employee Emergency and Disaster Fund is a new program to support our team members
- Our Corporate Social Responsibility program, Newrez NOW, empowers employees to become leaders in their communities through a robust program that includes volunteering, philanthropy, nonprofit grants, and more
- 1 Volunteer Time Off (VTO) day, company-paid volunteer day where all eligible employees may participate in a volunteer event with a nonprofit of their choice
- Employee Matching Gifts Program: We will match monetary employee donations to eligible non-profit organizations, dollar-for-dollar, up to $1,000 per employee
- Newrez Grants Program: Newrez hosts a giving portal where we provide employees an abundance of resources to search for an opportunity to donate their time or monetary contributions
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.
CA Privacy Policy
CA Notice at Collection