Supervisor - Homeowner Advocacy

POSITION SUMMARY:

The Supervisor, Homeowner Advocacy is responsible for leading a team of Regulatory Complaint Writers in the investigation and resolution of escalated consumer complaints received through regulatory agencies and other executive-level escalation channels. This role provides day-to-day leadership, coaching, training, and quality oversight to ensure complaint investigations and responses are accurate, thorough, customer-focused, and completed within regulatory and investor deadlines. The Supervisor partners with Legal, Compliance, Operations, and other business units to facilitate investigations, remove obstacles, resolve complex issues, and drive timely complaint resolution. Additionally, this role is responsible for monitoring workloads, maintaining effective queue management, submitting responses through regulatory agency portals, and supporting the ongoing development and performance of the team.

DESCRIPTION:

Essential Functions, Duties, and Responsibilities

• Supervise and support a team of Regulatory Complaint Writers in the investigation and resolution of consumer complaints, providing guidance on complex cases, regulatory requirements, and appropriate resolution strategies. < >

• Lead day-to-day complaint operations by monitoring workloads, balancing assignments, and ensuring responses are completed accurately, thoroughly, and within regulatory and investor deadlines.

• Review and provide feedback on complaint investigations and written responses to ensure quality, consistency, regulatory compliance, and a positive customer experience.

• Serve as the primary escalation point for complex or high-risk complaints, partnering with Legal, Compliance, and operational business units to facilitate investigations and remove barriers to resolution. Proactively monitor aging inventory, high-priority cases, and regulatory due dates, intervening as needed to prevent missed deadlines and mitigate organizational risk.

• Coach, mentor, and develop team members through ongoing training, performance feedback, quality reviews, and individual development planning. 

• Coordinate with internal stakeholders to obtain information, drive accountability, and ensure timely completion of actions required to resolve consumer complaints.

• Oversee the maintenance of complaint tracking systems and ensure complaint records, supporting documentation, and case updates are complete, accurate, and appropriately documented.

• Manage the submission and tracking of responses through regulatory agency portals, including the CFPB and state regulatory agencies, ensuring compliance with all response requirements and deadlines.

• Provide reporting and status updates to leadership regarding complaint volumes, team productivity, aging inventory, quality results, emerging risks, and complaint trends.

• Perform other duties as assigned by management.

Qualifications and Education Requirements:

• High School Diploma required; bachelor’s degree preferred.

• 6+ years related experience.

Skills, Abilities, and Knowledge:

• 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.

Work Environment and Physical Requirements:

• Working on-site at assigned office location.

• Regular and punctual attendance adhering to schedule established by leadership.

• Flexibility to work occasional adjusted work schedules, overtime, and evening and/or weekend hours to meet deadlines or as business needs demand.

• Working in a cubicle hub, maintaining focus on phone calls in a noisy environment within earshot of multiple other conversations.

• Sedentary work in a stationary position at a cubicle for prolonged periods of time.

• Constant repetitive motions required for operating a computer, such as typing and managing phone calls.

• Constantly communicating effectively verbally in English, including accurately exchanging information with others following identification of correct procedures.

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.

Employees and applicants acknowledge that this is not a remote role. Individuals in this role are required to be on-site to complete essential job duties, absent extenuating circumstances.