Customer Dispute Resolution Reviewer - Mortgage 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.

The Correspondence Reviewer III serves as a critical quality control layer for regulatory complaints and other high-risk correspondence, evaluating the work product of Correspondence and Regulatory Complaint Specialists before letters are issued to borrowers or regulators. This role is responsible for ensuring that all required research has been completed and accurately reflected, that response letters are factually correct, compliant, and professionally written, and that no letter advances without meeting the standards required for regulatory and reputational risk. The role requires all the skills expected of a Correspondence Specialist, plus the analytical depth and critical eye to identify what is missing, inaccurate, or insufficient in someone else's work. In-depth knowledge of the Real Estate Settlement Procedures Act ("RESPA"), the Truth-in-Lending Act ("TILA"), the Fair Credit Reporting Act ("FCRA"), and applicable guidance from the Consumer Financial Protection Bureau ("CFPB") is required.

DESCRIPTION

Essential Functions, Duties, and Responsibilities

• Perform quality review of regulatory complaints and high-risk correspondence prepared by Correspondence Specialists, verifying accuracy and completeness prior to letter issuance.
• Evaluate the sufficiency of the Specialist's research, including review of loan history, payment history, escrow analysis, and applicable policies and procedures, and identify any gaps before the response is approved.
• Assess whether the response fully addresses all issues raised by the borrower or their authorized representative, and evaluate the response for factual accuracy, appropriate tone, and proper grammar.
• Validate that regulatory deadlines are being met and escalate appropriately when timelines are at risk.
• Ensure all account actions and corrections have been completed prior to approving letters for issuance.
• Evaluate whether the response accurately reflects applicable regulatory citations, required disclosures, and CFPB guidelines, and flag any gaps or inaccuracies before approval.
• Return correspondence to the originating Specialist with documented feedback, as needed, ensuring corrections are completed before approval.
• Identify recurring errors or trends and communicate findings to management to support coaching and process improvement efforts.
• Maintain accurate records of reviewed items and approval status in applicable tracking systems.
• Performs related duties as assigned by management.

Qualifications and Education Requirements

• High school diploma or equivalent, required, and
• 5+ years Mortgage Servicing or Origination experience.

OR

• In lieu of 5+ years Mortgage Servicing or Origination experience:
  • Bachelor's degree with a concentration in English, Communications, or similar field, and
  • 3+ years Mortgage Servicing or Origination experience, with demonstrated experience in complaint handling or correspondence review.

Skills, Abilities, and Knowledge

• Must be extremely detail oriented with a critical eye for accuracy and compliance.
• Thorough understanding of regulatory requirements applicable to mortgage servicing, including RESPA, TILA, FCRA, and CFPB guidance.
• Excellent written communication skills, including proper grammar, spelling, punctuation, and sentence structure.
• Strong analytical and research skills with the ability to identify gaps and inaccuracies in documented findings.
• Ability to provide clear, constructive written feedback to Specialists.
• Intermediate to advanced knowledge of MS Word and MS Excel.
• Excellent work ethic, high productivity, and deadline driven.
• Superior organizational skills with the ability to manage a queue of items under time pressure.
• Ability to multi-task and quickly adapt to changing work assignments and regulatory updates.

Work Environment and Physical Requirements

• Working on-site at assigned office location.
• Regular and punctual attendance adhering to schedule established by leadership.
• Flexibility to work occasional adjusted work schedules, overtime, and evening and/or weekend hours to meet deadlines or as business needs demand.
• Sedentary work in a stationary position at a cubicle for prolonged periods of time.
• Constant repetitive motions required for operating a computer, such as typing and managing phone calls.
• Constantly communicating effectively verbally in English, including accurately exchanging information with others following identification of correct procedures.

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 Okta Verify and Microsoft Authenticator. Employment will be contingent on this requirement.

Employees and applicants acknowledge that this is not a remote role. Individuals in this role are required to be on-site to complete essential job duties, absent extenuating circumstances.

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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