Join the World's Top Legal Talent Network

Who We Are

Shellpoint Mortgage Servicing (SMS) is one of America’s top-five non-bank mortgage-servicing companies. What is mortgage servicing? Our clients are businesses that own mortgage loans (such as banks and real estate investment firms). On their behalf, we manage (or “service”) their loan portfolios, which means that we collect homeowners’ mortgage payments, pay their tax and insurance bills, and help homeowners in default to get current.

Primary Function

The Compliance Homeowner Advocacy Team supports oversight of certain Consumer Financial Protection Laws specific to sensitive mortgage servicing situations. The team drives oversight, timely action, and attention to the customer’s overall experience through complaints’ & advocacy oversight.

The Director Compliance - Advocacy Production is responsible for the successful monitoring, researching, documenting, and outreach as appropriate, to sensitive mortgage servicing situations raised within the complaints & advocacy process. The Director Compliance - Advocacy Production, works closely with the Legal, Compliance, and Operations departments as well as other departments at NewRez to ensure the Advocacy Team successfully performs the identification, tracking, research, response, reporting, and documenting of complaint workstreams. This leader is responsible for ensuring that complaints are serviced in compliance with various federal, state, and local laws. This leader is responsible for oversight and managing of the Homeowner Advocacy team’s production.

Direct Reports

• Manager - Homeowner Advocacy
• Supervisor - Homeowner Advocacy
• Correspondence & Disputes Specialists
• Default Escalations Specialists

Principal Duties

• Drive the team responsible for the Compliance Complaints & Advocacy program.
• Oversee the Complaints & Advocacy intake, assignment, research, response, tracking, documentation, and reporting operation.
• Collaborate with the team members tasked with quality reviews, root cause analysis, and Change Management handoff, to ensure every success that quality and performance issues are addressed and that trends are identified so corrective action can be taken.
• Facilitate the research or information sharing needed with the team members tasked with root cause analysis, to ensure effective remediation strategies can be proposed to operational business units.
• Identify opportunities for improvement in processes, policies, or technology, and solve these and other Complaint & Advocacy production barriers to increase efficiency, streamline costs, improve morale, and drive quality of Complaint & Advocacy workstreams.
• Effectively leverage resources within the various operational departments at Newrez to best support the Complaints & Advocacy process.
• Support a consistent and regular feedback loop to the Complaints & Advocacy leadership team and stakeholders, ensuring that trends in complaints are appropriately communicated to impacted stakeholders, and that potential bottlenecks or production barriers are identified and addressed.
• Deploy strategies to address barriers to the timely and accurate processing of Complaints & Advocacy work products. Cultivate relationships that engage stakeholders to ensure prompt and complete responses to Complaint & Advocacy work items are received.
• Promptly address failures within the production process and provide guidance to the Complaints & Advocacy workgroups for the necessary actions to bring the work items back in compliance.
• Lead and develop managers within this workstream to ensure they are actively managing and developing supervisors as well as the line-level associates.
• Conduct regular performance reviews and evaluations to drive successful achievement of goals, objectives, and corporate initiatives.
• Perform related duties as assigned by Leadership.

Education And Experience Requirements

• Bachelor's Degree is preferred.
• 8+ years mortgage industry experience is required.
• At least 2 years prior supervisory experience is required.
• Experience conducting compliance monitoring and testing.
• Strong project-management skills, with a proven ability to coordinate across departments and functions.

Knowledge, Skill, And Ability Requirements

• Proven ability to draft procedures and evaluate internal control gaps.
• Strong work ethic and hands-on approach
• Ability to address challenging issues while remaining objective and independent.
• Ability to build technical processes and work with technical teams to provide compliance related requirements.
• Familiarity with mortgage loan servicing systems, database entries, Tableau, Black Knight
• Demonstrated knowledge and application of consumer protection laws and regulations such as RESPA, TILA/Regulation Z, ECOA/Regulation B, FCRA, FACTA, FDCPA, SCRA, BSA/AML, EFTA, UDAAP, and GLBA - HMDA a plus.
• Proven ability to take a project from start to finish.
• Ability to handle several projects at once while staying organized, detail oriented and not sacrificing quality.
• Strong communication skills - ability to articulate verbally and in writing, plans, processes, policies, and issues to stakeholders.

_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.

_ Company Perks

• 15 Paid Time Off (PTO) days and 18 after 1st anniversary!
• 9 Paid Holidays
• Employee Engagement Activities

Company Benefits

• Medical (including Health Savings Account & Flexible Savings Account)
• Dental - RX – Vision – Life, Disability Insurance – 401(k) Plan with company match! – Employee Assistance Plan
• Performance-based Incentives
• Pet Insurance
• Advancement Opportunities

Newrez NOW

• Our Corporate Social Responsibility program, Newrez NOW, empowers employees to become leaders in their communities through a robust program that includes volunteering, philanthropy, nonprofit grants, and more
• 1 Volunteer Time Off (VTO) day, company-paid volunteer day where all eligible employees may participate in a volunteer event with a nonprofit of their choice
• Employee Matching Gifts Program: We will match monetary employee donations to eligible non-profit organizations, dollar-for-dollar, up to $1,000 per employee
• Newrez Grants Program: Newrez hosts a giving portal where we provide employees an abundance of resources to search for an opportunity to donate their time or monetary contributions

Equal Employment Opportunity

We're proud to be an equal opportunity employer- and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.

CA Privacy Policy

CA Notice at Collection