Supervisor – Homeowner Advocacy

Newrez LLC

. Supervise and support a team of Regulatory Complaint Writers investigating and resolving consumer complaints .

Posted 10/22/2026full-timeUnited StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in regulatory complaint management, including investigation, resolution, and compliance within the mortgage and consumer finance sectors. Proven ability to lead teams, mentor staff, and ensure high-quality responses while collaborating with legal and operational units.

Highest-signal resume keywords

Regulatory Complaint ManagementMortgage Servicing ComplianceTeam Leadership and DevelopmentComplaint Tracking SystemsCommunication Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Complaint InvestigationRegulatory ComplianceQuality ReviewConsumer Finance KnowledgeLoss Mitigation Knowledge

Soft Skills

Excellent Verbal CommunicationExcellent Written CommunicationOrganizational SkillsMulti-tasking AbilityAdaptability

Tools & Technologies

MS WordMS ExcelMS OutlookMS AccessSQLTableauILS Systems

Industry Keywords

Consumer ComplaintsCFPBRegulatory AgenciesComplaint OperationsEscalation Management

Tech Stack

Tools & technologies

SQLTableau

About the role

Key responsibilities & impact

Supervise and support a team of Regulatory Complaint Writers investigating and resolving consumer complaints
Lead day-to-day complaint operations by monitoring workloads, balancing assignments, and ensuring timely, accurate responses
Review complaint investigations and written responses for quality, consistency, regulatory compliance, and customer experience
Serve as the primary escalation point for complex or high-risk complaints
Partner with Legal, Compliance, and operational business units to facilitate investigations and resolve barriers
Monitor aging inventory, high-priority cases, and regulatory due dates
Coach, mentor, and develop team members through training, feedback, quality reviews, and development planning
Coordinate with internal stakeholders to obtain information and drive accountability
Oversee complaint tracking systems and documentation
Manage submission and tracking of responses through CFPB and state regulatory agency portals
Provide leadership reporting on complaint volumes, productivity, aging inventory, quality results, risks, and trends
Perform other duties as assigned by management

Requirements

What you’ll need

High School Diploma required; bachelor’s degree preferred
6+ years related experience
Well-rounded knowledge of Mortgage, Consumer finance, and loss mitigation a plus
Excellent verbal and written communication skills
General mortgage servicing compliance knowledge
Intermediate knowledge of MS Word, MS Excel, Outlook, and MS Access is required
Familiarity with SQL, Tableau, and ILS systems a plus
Must possess a short learning curve related to assimilation of new skills and tasks
Excellent organizational skills needed
Ability to multi-task as well as quickly adapt to changing work assignments
Flexibility to work occasional adjusted work schedules, overtime, and evening and/or weekend hours
Working on-site at assigned office location
Regular and punctual attendance
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
Constantly communicating effectively verbally in English

Benefits

Comp & perks

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
Newrez Employee Emergency and Disaster Fund
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
Employee Resource Groups (ERG)