NewRez LLC

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.

POSITION SUMMARY

The Manager Servicer Oversight plays a pivotal role in maintaining and enhancing the quality of our service delivery to internal and external stakeholders. This role requires a seasoned leader with strong analytical abilities, exceptional problem-solving skills, and a deep understanding of operational risk management and regulatory compliance in the mortgage servicing industry.

The Manager Servicer Oversight will be responsible for monitoring and managing the performance of internal teams and sub-servicing vendors, ensuring adherence to industry regulations, and fostering a culture of continuous improvement. A key focus of this role will be executing end-to-end oversight of sub-servicing activities—including, but not limited to, servicing advances, collections, loss mitigation, foreclosure, bankruptcy, FEMA disaster response, property preservation, claims, and call center operations. This role’s responsibilities will also include conducting exception reviews, executing testing protocols, and identifying service gaps or risk exposures.

The Manager Servicer Oversight will partner closely with senior leadership to develop and implement strategic initiatives aimed at improving service quality, customer experience, and operational efficiency. Additional duties include Performing routine audits and surveillance to ensure compliance and service excellence; Monitoring and analyzing key performance indicators (KPIs) to drive continuous improvement; Addressing service discrepancies; Leading training and mentoring initiatives to instill the best operational practices across teams.

DESCRIPTION

Duties and Responsibilities

• Provide oversight of day-to-day operations across servicing and sub-servicing teams, ensuring adherence to regulatory requirements and investor guidelines.
• Monitor and analyze key performance indicators (KPIs) related to service delivery and operational efficiency.
• Design and implement process improvement strategies aimed at optimizing service workflows and enhancing the overall customer experience.
• Develop, document, and maintain procedures for tasks and activities managed by the Servicer Oversight Team to promote consistency and compliance.
• Conduct regular audits to identify areas for improvement and mitigate operational risks within service functions.
• Collaborate with leadership to ensure servicing objectives align with broader organizational goals and strategic initiatives
• Lead training initiatives for team members focused on servicing best practices and regulatory compliance.
• Develop and deliver detailed reports and presentations to leadership, highlighting service performance metrics and improvement initiatives.
• Performs other duties as assigned by management.

Qualifications and Education Requirements

• Bachelor’s degree in Finance, Business Administration, or a related field.
• 6-8 years’ experience in mortgage servicing management or operational oversight.

Skills, Abilities, and Knowledge

• Advanced proficiency in Microsoft Word, Excel, and PowerPoint, with a strong understanding of systems and their application to drive operational efficiency.
• In-depth knowledge of GSE, FHA, VA, USDA, and MI servicing guidelines and operations.
• Strong understanding of regulatory requirements and compliance standards within the financial services and mortgage servicing industries.
• Experience with SQL (Structured Query Language) is a plus.
• Proven experience in developing and implementing process improvement strategies.
• Excellent analytical and problem-solving skills, with meticulous attention to detail.
• Exceptional communication and interpersonal skills, with the ability to lead and motivate diverse teams.
• Ability to develop and maintain effective relationships across the organization to influence and drive required results.
• Proficiency in using data analysis tools and financial software to monitor performance metrics.
• Proven management skills, including talent acquisition, team development, coaching, and performance management.
• Ability to conduct root cause analysis and provide actionable recommendations.
• Strong organizational skills and effective time management for self and team; ability to manage multiple, competing priorities, with assigned resources.
• Strong ability to prioritize tasks, manage time and resources effectively to ensure successful and timely completion of projects.
• Ability to work independently in a fast-paced environment and navigate ambiguity with confidence and adaptability.

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.

Company Benefits:

Newrez is a great place to work but we are only as strong as our greatest asset, our employees, so we believe in rewarding them!

• Medical, dental, and vision insurance
• Health Savings Account with employer contribution
• 401(k) Retirement plan with employer match
• Paid Maternity Leave/Parental Bonding Leave
• Pet insurance
• Adoption Assistance
• Tuition reimbursement
• Employee Loan Program
• The Newrez Employee Emergency and Disaster Fund is a new program to support our team members

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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