Job Description

Exceed the expectations of our residential mortgage borrowers & business partners through superior service, simple processes, and effective communications.

We deliver on this mission by empowering our employees by encouraging and recognizing superior performance and innovative solutions, by promoting teamwork and divisional cooperation.

Primary Function

The Customer Advocacy Specialist is responsible for handling consumer complaints, both direct and indirect, including complaints through State and Federal regulatory agencies. The job entails intaking and documenting and tracking written communications from customers who are expressing dissatisfaction with any state of the loan origination process, from Sales, Application Processing, Underwriting, and Closing.

The specialist will be responsible for reviewing the complaints, researching and performing root cause analysis to determine if there is an opportunity or an error that needs to be remedied. The specialist is responsible for delivering a resolution or outcome back to the customer, whether verbally or in writing. The specialist is expected to work with a sense of urgency, to escalate complaints such as those directed at Executives or the CEO (presidential complaints) or a Regulatory agency.

Principal Duties

List of required duties below. Distinguish on-site duties with a *.

  • Prioritize and be able to complete assignments according to regulatory deadlines. 
  • Research issues to identify root causes and be able to execute a plan of action for resolution.
  • Effectively communicate with other business leaders to take corrective action.
  • Ensure the necessary actions/corrections are made to the accounts to fully resolve the customers concerns.
  • Compose written responses to customers (or their authorized representatives) providing final resolution.
  • Performs related duties as assigned by management.

*These essential functions are fundamental to the role, and must be performed on-site, as they cannot physically be performed remotely. In addition, the Company has determined that an in-person presence is important to critical components of our work, including oversight, training, collaboration, and productivity. Items not marked (*) as essential on-site, may still require partial on-site work to perform the role satisfactorily.

Education and Experience Requirements  

  • High school diploma or equivalent.
  • Bachelor’s degree preferred.
  • 2-4 years’ related experience.

Knowledge, Skill, and Ability Requirements  

  • Detail oriented, inquisitive, and have a passion for investigating and problem solving. 
  • Effective communication skills. Good verbal and written communication skills are needed, including good use of grammar, spelling, punctuation and sentence structure.
  • Ability to write manual letters to relay the results of the investigation to the customer.
  • Intermediate experience with Mortgage and Consumer finance.
  • Intermediate knowledge of MS Word, MS Excel.
  • Familiarity with loan origination systems is preferred.
  • Excellent work ethic and deadline driven.
  • Follow up skills and a strong sense of accountability.
  • Short learning curve related to assimilation of new skills and tasks.
  • Superior organizational skills needed.
  • Ability to multi-task as well as quickly adapt to changing work assignments.
  • Math and analytical skills needed.
  • Knowledge of the loan origination processes and channels, as well as some regulatory and GSE requirements.
  • Ability to identify errors, defects, systemic issues and process gaps, and effectively coordinate corrective action needed by other lines of business.
  • Willingness to continuously learn and keep up to date with the Regulations and new processes related to loan origination.


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.

By applying to this position candidate acknowledges that this is not a remote role and is required to be on-site.

Company Perks:
*     15 Paid Time Off (PTO) days and 18 after 1st anniversary!
*     9 Paid Holidays
*     Casual Workplace
*     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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Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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