Supervisor, Homeowner Advocacy Analytics- Servicing

About the role

Duties and Responsibilities Manage team of Homeowner Advocacy Analysts to ensure projects are tracked, managed, and implemented correctly and effectively. Strong focus on accuracy and the ability to present complex information in an understandable manner. Develops and maintains working knowledge of all federal and state consumer protection laws, mortgage regulations and policies. Communicate with Quality Assurance/Quality Control (QA/QC) 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. 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. 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. Qualifications and Education Requirements Bachelor's degree or higher, with professional certifications considered advantageous. 6+ 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. Skills, Abilities, and Knowledge 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 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. REVISION HISTORY Last Updated: 9/6/2024 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