Job Description

Who We Are

At Newrez, we bring big thinkers and caring doers together to make home happen. We’re a team built on heart and hustle, united by a commitment to show up for our customers, our communities, and each other. We believe that when our people thrive, homeowners thrive - and that’s why we invest in your growth, wellbeing, and ability to make an impact.

Every day, we work to exceed the expectations of our residential mortgage borrowers and business partners through superior service, simple processes, and clear communication. We do this by empowering our employees, encouraging innovative solutions and recognizing great performance.

The Director Advocacy Programs & Oversight provides strategic and operational oversight for the Homeowner Advocacy (HOA) function, with a primary focus on quality, root cause analysis, vendor oversight, and enterprise reporting. This role operates as a leader of leaders, responsible for supporting managers who lead day to day execution across multiple advocacy workstreams. The Director is accountable for risk identification, trend analysis, and executive-ready reporting, as well as ensuring that HOA programs are consistently executed and supported by strong training, quality controls, and vendor accountability. This position also manages and oversees the fulfillment and timely completion of external compliance related monitoring, exams, and audits.

Essential Functions, Duties, and Responsibilities

• Act as a trusted advisor to the VP, Homeowner Advocacy on program health, risks, and opportunities for improvement.
• Support and coach direct reports, focusing on empowerment, problem-solving, and professional development.
• Collaborate closely with Legal, Compliance, Operations, Exam Management, Portfolio Management, and other partners.
• Respond to inquiries related to complaints, exams, audits, and regulatory requests.
• Provide oversight and strategic support across five primary areas: Root Cause Analysis, Quality Review and Risk Mitigation, Vendor Oversight & Offshore Partnership, Training & Procedures Oversight, and Reporting, Analytics, & Trend Analysis

Root Cause Analysis & Systemic Issue Management

• Oversee the Root Cause Manager and team responsible for investigating systemic issues driving complaints.
• Review root cause findings, conduct trend analysis, and support escalation of significant risks or trends.
• Partner with stakeholders across Legal, Compliance, and Operations to drive awareness of systemic issues and track corrective actions.

Quality Review & Risk Management Oversight

• Provide oversight to the Review Manager and team responsible for quality reviews of high-risk correspondence prior to issuance.
• Ensure quality review processes are risk-based, consistent, and aligned with regulatory and legal expectations.
• Monitor review findings and trends to identify recurring issues, training opportunities, or process improvements.

Root Cause Analysis & Systemic Issue Management Training & Procedures Program Oversight

• Provide leadership and support to the HOA Training Manager responsible for onboarding, ongoing training, and policy/procedure maintenance.
• Ensure training content aligns with regulatory expectations, internal standards, complaint trends, and recurring advocate knowledge gaps.
• Partner with HOA leadership to identify emerging risk areas requiring targeted training or procedural clarification.
• Promote consistent, well-documented, and easily accessible procedures across HOA teams.

Vendor Oversight & Offshore Partnership Leadership

• Lead HOA vendor oversight strategy for offshore letter completion support.
• Support the Vendor Oversight Manager in monitoring vendor productivity, quality, and adherence to service-level expectations.
• Serve as an escalation point for complex vendor questions related to complaint handling, expectations, or quality concerns.
• Ensure vendor performance reporting is accurate, actionable, and used to drive continuous improvement.

Reporting, Analytics & Trend Analysis (Primary Individual Contribution)

• Prepare presentations and materials for executive leadership, audits, exams, and regulatory reviews.
• Enhance reporting to better identify emerging risks, systemic trends, repeat complaints, and operational inefficiencies.
• Translate complex complaint and quality data into clear, visually compelling, and actionable insights.
• Ability to effectively and accurately convey information to others.
• Performs related duties as assigned by management.

Qualifications and Education Requirements

• Bachelor’s degree required.
• 8+ years of experience in mortgage servicing, compliance, advocacy, regulatory response, or related risk-based functions.
• Demonstrated experience leading teams through managers or program leads.
• Strong analytical and problem-solving skills, with the ability to interpret trends and root cause drivers.
• Experience preparing or overseeing executive-level reporting, dashboards, or presentations.
• Excellent written and verbal communication skills.

Skills, Abilities, and Knowledge

• Must be punctual and reliable.
• Must present a professional appearance.
• Must have strong analytical skills and be detail oriented.
• Strong project-management skills, with a proven ability to coordinate across departments and functions.
• Proven ability to draft procedures and evaluate internal controls.
• Strong work ethic and hands-on approach
• Ability to address challenging issues while remaining objective and independent.

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 Microsoft Authenticator. Employment will be contingent on this requirement.

Why Newrez

We’re a great place to work because we invest in what matters: your career, your community, your wellbeing, and your future. Our total rewards package is designed to support your whole self.

Company Benefits

We offer benefits, programs, and perks that support you in every aspect of your life.

• Medical, dental, and vision insurance

• Health Savings Account with employer contribution

• 401(k) Retirement plan with employer match

• Paid Maternity Leave/Parental Bonding Leave/Caregiver Leave

• Adoption Assistance

• Tuition & Certification reimbursement

• Employee Mortgage Loan Program

• The Newrez Employee Emergency and Disaster Fund is a program to support our team members experiencing hardships

Newrez NOW:

Through Newrez NOW, our Corporate Social Responsibility program, you’ll have opportunities to give back, lead, and make a difference.

• 1 company-paid Volunteer Time Off day (with over 40,000 volunteer hours contributed since our inception)

• Matching Gifts Program - dollar-for-dollar up to $1,000

• Access to grants, nonprofit resources, and volunteer opportunities

• More than $6,000,000 donated since 2020

• 1 in 5 employees participates in at least one Employee Resource Group (ERG)
  

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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