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Newrez LLC · 4 days ago

Supervisor, Verbal Complaints- Compliance Servicing

Coppell, TX

Full-time

Onsite

Senior Level

6+ years exp

Newrez LLC is committed to delivering superior service to residential mortgage borrowers and business partners. The Supervisor Homeowner Advocacy is responsible for overseeing the Homeowner Advocacy Team, ensuring effective investigation and resolution of consumer complaints to enhance the customer experience.

FinanceFinancial Services

Responsibilities

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

Qualification

Mortgage knowledgeConsumer finance knowledgeSupervisory experienceCustomer service skillsMS Office proficiencySQL familiarityMulti-tasking abilityOrganizational skillsAdaptability

Required

High School Diploma required; Bachelor's degree preferred

6+ years related experience

Prior supervisory experience

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 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

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

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

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