Manager - Homeowner Advocacy

POSITION SUMMARY:

The Manager, Homeowner Advocacy is responsible for leading the Regulatory Complaints teams within the Homeowner Advocacy Department through a team of supervisors. This role oversees the investigation and resolution of the organization's most complex, high-risk, and escalated customer complaints, including direct correspondence with borrowers and regulatory agencies at the federal, state, and local levels. The Manager is responsible for identifying complaint trends, root causes, and process gaps, and driving corrective actions to reduce future complaints and regulatory risk. Working closely with the Director of Homeowner Advocacy and cross-functional partners, the Manager ensures all regulatory complaints are received, investigated, and resolved in a timely manner while meeting regulatory deadlines, investor requirements, and applicable federal and state laws.

DESCRIPTION:

Essential Functions, Duties, and Responsibilities

• Lead and develop a team of regulatory complaint supervisors responsible for resolving the organization's highest-risk and most escalated customer concerns, ensuring responses are timely, customer-focused, accurate, and compliant with regulatory and investor requirements. Foster a leader-of-leaders culture centered on coaching, employee development, accountability, and continuous improvement.

• Maintain a significant leadership role in transforming the Company’s processes around regulatory disputes, complaints, and consumer/agency communication. Work closely with other Compliance and Operational teams to resolve issues and remediate process gaps.

• Ensure operational excellence through disciplined workload and queue management, maintain organized processes, appropriate prioritization, and effective resource allocation to consistently meet regulatory, customer, and business deadlines.

• Drive timely completion of all deliverables and investigations, implementing controls and oversight to prevent missed commitments, reduce aging inventory, and ensure adherence to service level agreements and regulatory requirements.

• Act as a liaison between regulatory agencies at the federal, state, and local levels and our operations teams that have the most interaction with consumers, escalating higher-risk matters such as bankruptcy, foreclosure, UDAAP allegations, attorney complaints, and threatened litigation.

• Analyze the monthly regulatory correspondence reports on volume and trends of escalated consumer disputes and complaints.

• Monitor trends, risks, and root causes across complaint and advocacy channels, translating findings into actionable recommendations that improve customer outcomes, reduce regulatory risk, and enhance operational effectiveness.

• Present complaints, regulatory, and operational trend analyses to executive leadership, clearly communicating risks, emerging themes, root causes, and recommended actions to support strategic decision-making.

• Monitor and escalate consumer complaints that present significant legal, regulatory, operational, or reputational exposure to Senior Leadership.

• Perform related duties as assigned by supervisor.

Qualifications and Education Requirements:

• College degree or a combination of some college and relevant experience.

• Experience in consumer complaint management and/or advocacy.

• Mortgage Servicing experience.

Skills, Abilities, and Knowledge:

• In-depth knowledge of compliance policies and procedures, or knowledge of typical Compliance Management System requirements through prior work experience.

• Strong knowledge of FCRA, UDAAP and applicable laws and regulations with a consumer impact.

• Strong analysis and problem-solving skills; ability to identify problems and recommend solutions.

• Strong communicator and the ability to influence others to adopt different points of view.

• Ability to make decisions and recommendations guided by policies for improvement in compliance processes.

• Strong communication skills with varying levels of management and staff.

• Strong analytical and decision-making skills.

• Strong project management skills.

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.