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Senior Regulatory Compliance Specialist

2 months 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 manage mortgage loan portfolios on behalf of our clients, which include banks and investment firms. We ensure timely collection of mortgage payments, manage tax and insurance obligations, and assist homeowners facing financial difficulties.

Role Overview

The Senior Regulatory Compliance Specialist is responsible for managing Qualified Written Requests and disputes directed to regulatory bodies. This role involves thorough examination of escalated inquiries, disputes, and complaints from borrowers or their representatives, alongside conducting research to resolve issues and providing formal written responses within established timelines. The position requires direct communication with regulatory agencies and escalated borrowers to pinpoint the core issues and mitigate complaints or disputes effectively. The Specialist collaborates with various departmental leaders to investigate and address consumer issues and is also tasked with outreach and communication with consumers as necessary.

The Senior Regulatory Compliance Specialist possesses the expertise to analyze homeowner complaints, identify root causes, and propose corrective actions and next steps. This role includes facilitating meetings for root cause analysis as required. The Specialist must communicate findings and resolutions to executives and senior leadership in a professional manner, offering guidance and direction to other business leaders to ensure effective issue resolution.

Key Responsibilities
  • Oversee the mailbox and online portals to ensure complaints are documented within 24 hours and addressed promptly.
  • Manage high-risk legal complaints, including bankruptcy and foreclosure issues, as well as allegations related to regulatory compliance.
  • Maintain a comprehensive database of written complaints, detailing research and resolutions for tracking and reporting.
  • Work collaboratively with internal teams to achieve complaint resolutions and implement corrective measures.
  • Act as a liaison between legal teams and clients when necessary.
  • Engage in written and verbal communication with regulatory agencies at various levels.
  • Prioritize tasks to meet escalated regulatory deadlines effectively.
  • Investigate consumer loans to determine issues and outline next steps for resolution, identifying root causes and directing internal stakeholders to implement corrective actions.
  • Conduct follow-up calls to discuss resolutions and confirm consumer satisfaction.
  • Ensure necessary adjustments are made to accounts to resolve disputes and inquiries.
  • Draft written responses to borrowers or their representatives, providing final resolutions to regulatory bodies.
  • Guide team members in resolving complaints.
  • Review written responses from colleagues to ensure accuracy and clarity.
  • Assist leadership with escalations or provide additional information to examiners.
  • Provide daily updates on open regulatory complaints.
  • Mentor and train junior Regulatory Compliance Specialists.
  • Communicate with senior leadership regarding all regulatory complaints and corrective actions.
  • Become a subject matter expert in key areas of homeowner advocacy and dispute resolution.
  • 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 within 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 sector.
Skills and Competencies
  • Strong critical thinking and problem-solving abilities.
  • Excellent verbal and written communication skills, with attention to grammar and clarity.
  • Detail-oriented with strong organizational skills.
  • Proficient in Microsoft Office and mortgage servicing software.
  • Analytical skills with the ability to negotiate and meet strict deadlines.
  • Comprehensive knowledge of mortgage servicing, including payment processing and foreclosure.
  • Ability to manage multiple tasks while maintaining quality.
  • Commitment to continuous learning and staying updated on relevant regulations.
Company Benefits

• Generous Paid Time Off (PTO) policy

• Paid Holidays

• Employee Engagement Initiatives

• Comprehensive Medical, Dental, and Vision Insurance

• 401(k) Plan with company match

• Performance-based Incentives

• Opportunities for Advancement

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