Manager- Homeowner Advocacy (Onsite)

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 Manager - Homeowner Advocacyis responsible for leading the teams within the Homeowner Advocacy Department. This position is responsible for risk identification and resolution of Consumer Complaints and Disputes. The Manager will work closely with the Director of Compliance to ensure all written and verbal complaints are received, investigated, and resolved timely and in compliance with investor requirements, as well as federal and state laws.
Direct Reports

• Default Escalations Specialist I, II, III
• Supervisor - Homeowner Advocacy,
• Team Lead - Homeowner Advocacy

Principal Duties

• Maintain a significant, lead involvement in transforming the Company's processes around consumer engagement, disputes, complaints, consumer communication, etc. Works closely with other Compliance and Operational teams to resolve issues and remediate process gaps.
• Act as a liaison for compliance related issues with our operations teams that have the most interaction with consumers.
• Analyze the monthly correspondence reports on volume, trends, etc. of consumer disputes, complaints and CFPB Portal management.
• Manage projects for continuous improvement that result from monthly trend reports and recommendations from CFPB and other agencies (e.g., FTC, Attorneys General, etc.).
• Remain very knowledgeable of key corrective actions and process improvements needed to meet requirements under UDAAP, complaint management, etc.
• Review and make recommendations to the Director of Compliance and Senior Training Manager, as appropriate to applicable corporate policies which govern this area (e.g., Consumer Complaint Management Policy, UDAAP Policy, FCRA Policy, etc.).
• Support CFPB examinations and inquiries.
• Monitor and escalate consumer complaints to Senior Leadership that could bring risk to the organization
• Performs related duties as assigned by supervisor.

Education and Experience Requirements

• College degree or a combination of some college and relevant experience.
• 7+ years of progressive experience in consumer complaint management, advocacy, etc.
• Mortgage Servicing experience

Knowledge, Skill and Ability Requirements

• 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 recommendation(s) 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.

#LI-NT1
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.
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