Supervisor, Verbal Complaints- Compliance Servicing

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.

Primary Function

The Supervisor Homeowner Advocacy is responsible for supervising the Homeowner Advocacy Team in their work of investigating and responding to consumer complaints. This position is designed to ensure productivity, quality, and training to is adequate for the team to resolve consumer complaints quickly before they escalate, to prevent more risk and exposure to the company, and improve the overall customer experience. The Supervisor will work with various department leaders to investigate and escalate issues to ensure resolution is achieved for the consumer. They will be required to supervise and train the team, provide progress updates to Management, and ensure timely resolution for the consumer.

Principal Duties

• Supervise and assist team in research of consumer’s loan to determine the problem and next steps toward resolution.
• Lead escalation management activities, such as checkpoint calls for customer issues and reporting
• Proactively monitor high priority escalation cases and provide assistance to prevent escalations
• Escalate issues with other department leaders on tasks that their department needs to complete before a resolution can be reached for the consumer.
• Monitor updates and maintenance of the consumer complaint database for complaints.
• Deliver tracking updates and reporting to Compliance Management for productivity and complaint trending.
• Create employee Improvement Action Plan for Escalation Specialist success.
• Ensure resource prioritization and resolution of customer escalated issues.
• Perform other duties as assigned by management.
  
  

Education And Experience Requirements

• High School Diploma required; Bachelor’s degree preferred.
• 6 years related experience.
• Prior supervisory experience.
  
  

Knowledge, Skill, and Ability Requirements

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

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.

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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