Queue Manager Jobs in The Colony, TX (NOW HIRING)

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 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.

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 elevate consumer complaints that present significant legal, regulatory, operational, or reputational exposure to Senior Leadership.

Perform related duties as assigned by supervisor.

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

Experience in consumer complaint management and/or advocacy.

Mortgage Servicing experience.

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.

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.

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 on‑site to complete essential job duties, absent extenuating circumstances.

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.

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.

• 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

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)

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.

The right company in the right industry. In both good economic times and bad, people need homes - and mortgages to buy them. We help these people every day buy homes or refinance their current mortgage loans. In addition to offering an in-demand product, there are two things you should know about us: We value and reward entrepreneurial spirit, and we are growing. Few lenders are as innovative, as financially solid, as well managed and on track to become America’s leading lender as the Newrez Family of Companies. We deliver products and services that turn prospects into delighted customers —providing abundant opportunity for the great people who work here. These competitive advantages set us apart, and they’re why you can grow with us for the long term.