Public Relations Account Supervisor

Supervise and support a team of Regulatory Complaint Writers investigating and resolving consumer complaints

Monitor workloads, balance assignments, and ensure responses meet regulatory and investor deadlines

Review complaint investigations and written responses for quality, consistency, compliance, and customer experience

Serve as primary escalation point for complex or high-risk complaints

Partner with Legal, Compliance, and operational business units to facilitate investigations and resolve barriers

Monitor aging inventory, high-priority cases, and regulatory due dates

Coach, mentor, and develop team members through training, feedback, quality reviews, and development planning

Coordinate with internal stakeholders to obtain information and drive accountability

Maintain complaint tracking systems, records, documentation, and case updates

Manage submission and tracking of responses through CFPB and state regulatory agency portals

Provide leadership reporting on complaint volumes, productivity, aging inventory, quality, risks, and trends

Perform other duties as assigned by management

Requirements

High School Diploma required; bachelor’s degree preferred

6+ years related experience

Well-rounded knowledge of Mortgage, Consumer finance, and loss mitigation a plus

Excellent verbal and written communication skills

General mortgage servicing compliance knowledge

Intermediate knowledge of MS Word, MS Excel, Outlook, and MS Access is required

Familiarity with SQL, Tableau, and ILS systems a plus

Must possess a short learning curve related to assimilation of new skills and tasks

Excellent organizational skills needed

Ability to multi-task and quickly adapt to changing work assignments

Regular and punctual attendance

Flexibility to work occasional adjusted work schedules, overtime, and evening and/or weekend hours

Must work on-site at the assigned office location

Must communicate effectively verbally in English

Smart phone meeting Company security standards and able to install apps such as Okta Verify and Microsoft Authenticator

Core Competencies
Demonstrates expertise in regulatory complaint management, including investigation, resolution, and compliance within the mortgage and consumer finance sectors. Proven ability to lead and develop teams while ensuring high-quality responses and adherence to regulatory deadlines.

Highest-signal resume keywords

Regulatory Complaint Management

Mortgage Servicing Compliance

Team Leadership and Development

MS Word, MS Excel, Outlook, MS Access

SQL and Tableau Familiarity

Hard Skills

Complaint Investigation

Quality Review

Regulatory Compliance

Consumer Finance Knowledge

Loss Mitigation Knowledge

Soft Skills

Excellent Verbal Communication

Excellent Written Communication

Organizational Skills

Multi-tasking Ability

Adaptability

Industry Keywords

Consumer Complaints

Regulatory Deadlines

Escalation Management

Aging Inventory Monitoring

Stakeholder Coordination

Tools & Technologies

Complaint Tracking Systems

CFPB Submission Portals

ILS Systems

Microsoft Authenticator

Okta Verify

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