Supervisor, Homeowner Advocacy- Review Team

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. Primary Function The Supervisor Homeowner Advocacy is responsible for supervising the Homeowner Advocacy Team in investigating and responding to consumer complaints. This position ensures productivity, quality, and training for the team to resolve complaints quickly, prevent risk and exposure, and improve the overall customer experience. The Supervisor works with department leaders to investigate, escalate, and resolve consumer issues, supervises and trains the team, provides progress updates to Management, and ensures timely resolution for the consumer. Direct Reports Correspondence & Dispute Specialist I, II, III 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 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. 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 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 1 company-paid Volunteer Time Off day 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. CA Privacy Policy CA Notice at Collection #J-18808-Ljbffr Newrez