Advanced Regulatory Communication Specialist

2 weeks ago

Greenville, South Carolina, United States NewRez LLC Full time
About Us

NewRez LLC is a leading non-bank mortgage servicing organization in the United States. Our mission is to provide exceptional service to our clients, which include various financial institutions and real estate investment firms. We manage their mortgage portfolios, ensuring timely collection of payments, handling tax and insurance obligations, and assisting homeowners facing financial difficulties.

Role Overview

The Senior Regulatory Correspondence Analyst plays a crucial role in managing Qualified Written Requests and Disputes directed to regulatory bodies. This position involves meticulously reviewing escalated inquiries, disputes, and complaints from borrowers or their authorized representatives, conducting thorough research to resolve issues, and delivering formal written responses within established timelines. The Analyst will engage directly with regulatory agencies and escalated borrowers to pinpoint the core issues and effectively de-escalate complaints or disputes. Collaboration with various departmental leaders is essential to investigate and resolve consumer issues. Furthermore, the Analyst will be responsible for outreach and communication with consumers post-complaint receipt.

The Senior Regulatory Correspondence Analyst is expected to possess the expertise to interpret homeowner complaints accurately, identify root causes, and determine corrective actions and next steps. This role includes facilitating meetings for root cause analysis as necessary. The Analyst must communicate findings and resolutions in writing to executives and senior leadership in a professional manner. They should be comfortable providing guidance and direction to other business leaders, taking appropriate actions to resolve issues, and composing formal written responses.

Key Responsibilities
  • Monitor communication channels to ensure complaints are documented within 24 hours and addressed promptly.
  • Manage complex legal risk complaints, including bankruptcy and foreclosure issues.
  • Maintain a comprehensive database of written complaints, detailing research and resolutions for tracking and reporting.
  • Collaborate with internal teams to achieve complaint resolution and implement corrective actions.
  • Act as a liaison between legal departments and clients when necessary.
  • Engage in written and verbal correspondence with regulatory agencies at all levels.
  • Prioritize tasks to meet escalated regulatory deadlines effectively.
  • Investigate consumer loans to identify problems and outline next steps for resolution.
  • Conduct follow-up calls to discuss resolutions and confirm consumer satisfaction.
  • Ensure necessary corrections are made to accounts to resolve disputes and inquiries.
  • Draft written responses to borrowers, providing final resolutions to regulatory agencies.
  • Guide team members in resolving complaints effectively.
  • Review written responses from colleagues for accuracy and clarity.
  • Assist leadership with escalations and provide additional information to examiners.
  • Provide daily updates on open regulatory complaints.
  • Mentor and train junior Regulatory Correspondence Specialists.
  • Communicate with senior leadership regarding all regulatory complaints and corrective actions.
  • Develop expertise in key areas of Homeowner Advocacy Dispute classes.
  • Undertake additional projects and responsibilities as assigned by management.
Qualifications
  • High school diploma or equivalent required; Bachelor's degree preferred.
  • Minimum of 5 years of experience in mortgage servicing.
  • Experience in regulatory affairs or quality assurance in mortgage servicing is strongly preferred.
  • Familiarity with late-stage mortgage collections, including modifications and short sales, is advantageous.
  • At least 2 years of demonstrated quality and productivity performance in the Homeowner Advocacy Department.
Skills and Abilities
  • Strong critical thinking and problem-solving abilities.
  • Excellent verbal and written communication skills with attention to detail.
  • Proficient in Microsoft Office and relevant software applications.
  • Analytical skills with the ability to negotiate and meet strict deadlines.
  • Comprehensive knowledge of mortgage servicing processes and regulations.
  • Ability to manage multiple tasks while maintaining quality.
  • Commitment to continuous learning regarding relevant regulations.
Company Benefits

• Comprehensive medical, dental, and vision coverage

• 401(k) plan with company match

• Paid time off and holidays

• Employee engagement activities

• Opportunities for professional development and advancement

Equal Employment Opportunity
NewRez LLC is proud to be an equal opportunity employer, celebrating diversity and inclusivity in our workforce.

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