Homeowner Advocacy Analyst- Servicing
Job Description Job Description 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 Homeowner Advocacy Analyst - Servicing plays a pivotal role in the Compliance department, utilizing analytical and investigative skills to identify, investigate, respond to, and track borrower, investor, and regulatory inquiries or complaints. This multifaceted position is dedicated to assisting and supporting borrowers and investors with their concerns while collaborating closely with internal departments. The primary objective is to keep Compliance management teams informed and swiftly resolve any potential issues or concerns. We are seeking a candidate with exceptional writing skills, capable of driving his or her own assignments and prioritizing effectively, crafting clear, concise, and comprehensive documentation to support these efforts. Principal Duties: Strong focus on accuracy and the ability to present complex information in an understandable manner. This includes an eye for grammatical precision and the ability to adapt language and style to suit the needs of the borrower, investor, or regulator. Develops and maintains working knowledge of all federal and state consumer protection laws, mortgage regulations and policies. Communicate with QA Auditors concerning findings and errors made to ensure optimal performance, and drive business process changes in response to findings and trends. Effectively manages caseloads to ensure that follow-up and case closure adhere to department standards and state or federal specific regulatory mandates. Makes informed judgments and resolves concerns efficiently with minimal customer effort. Supports internal remediation activities and compliance reviews. Recommend and coordinate updates to compliance quality monitoring compliance policies and practices to ensure regulatory oversight is supported in testing and monitoring routines, and updated when testing gaps are identified. Consistently meet and exceed established deadlines with the business along with investor requirements. Evaluates compliance matters through trend analysis, root cause investigations, and collaboration with process owners to rectify identified errors. Works collaboratively with cross-functional teams to ensure prompt resolution of customer and investor concerns. Designs, tests, and implements short-term and long-term mortgage compliance review policies, procedures, and test plans to improve servicing compliance. Acquires and maintains an elevated level of understanding of mortgage servicing policies and procedures. Provides oversight and monitoring of business processes and controls and works with other departments to ensure errors identified are corrected timely. Performs related duties as assigned by management. Education and Experience: Bachelor’s degree or higher, with professional certifications considered advantageous. 2-4 years’ experience in the mortgage industry, business controls, compliance, or audit. Proficiency with interpreting mortgage regulatory mandates and evaluating mortgage servicing documentation. Expertise in researching mortgage accounts to accurately identify and rectify potential errors with precision and efficiency. Demonstrated experience effectively managing relationships with internal and external partners. Knowledge, Skills, and Abilities: Data Analysis and Reporting: Proficiency in collecting, analyzing, and interpreting data related to customer complaints, and ability to evaluate reporting trends for management review. Regulatory Compliance Knowledge: Familiarity with relevant industry regulations and compliance standards to ensure that complaint handling processes adhere to legal requirements and industry best practices. Conflict Resolution Skills: Proficiency in conflict resolution techniques to de-escalate tense situations, negotiate satisfactory resolutions, and maintain positive customer relationships. Communication Skills: Strong verbal and written communication skills to interact with customers, internal teams, and stakeholders professionally and effectively. Proficient with Microsoft – PowerPoint, Excel, Word & Outlook. To excel in this role, one should naturally embody empathy, possess strong analytical abilities, excel in communication, and demonstrate a keen willingness to learn about our products, policies, and procedures. Thriving in a demanding environment, embracing challenges with enthusiasm and determination, is essential. 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. 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