Customer Resolution Supervisor

Freedom Mortgage • Evesham Township, NJ

204d • Remote

About The Position

The Customer Resolution Supervisor will be responsible for managing high-risk loans and complex customer issues. This will include addressing customer disputes & concerns and resolving them in a timely manner. The Supervisor must be a Subject Matter Expert (SME) experienced in FHA, VA, USDA, FNMA, and FMLMC loss mitigation options, SPOC and Escrow requirements. Must effectively demonstrate a professional level of competency in servicing state requirements and federal guidelines. The ultimate goal of the Customer Resolution Supervisor is to be an advocate for the customer, resolve customer dispute/concerns quickly and identify underlying root cause issues to reduce customer complaints.

Requirements

• Deep operational knowledge.
• Strong problem-solving and critical thinking skills, with an attention to detail.
• Experience in handling complex customer issues.
• Excellent communication & negotiation skills.
• Proficiency with software applications and databases with a strong knowledge in Microsoft Excel.
• Ability to work under pressure on tight deadlines and work independently, including working well with others in those situations through positive teamwork or collaboration.

Nice To Haves

• Bachelor's Degree from a Four (4) year College or University or equivalent combination of education and experience and Five (5) to Eight (8) years of experience preferred.

Responsibilities

• Conduct in-depth root cause analyses on High-Risk cases to identify & resolve customer issue(s).
• Work with other lines of business and collaborate across departments to ensure that all necessary steps are taken to resolve customer issues.
• Take full ownership of high-risk and escalated cases to resolve escalated issues, including notifying leadership of potential risks and ways to mitigate future issues.
• Answer inbound, make outbound calls, and respond to customer requests within established timelines to maintain service level expectations and deliver quality service to customers.
• Provide empathy and understanding to customers that call in with issues or complaints. Work to deescalate potential issues and prevent negative outcomes.
• Follow up with all necessary parties to close out calls and to ensure resolution.
• Responsible for assuring all regulatory requirements are met concerning customer interaction by explaining policies and procedures courteously and patiently.
• Maintain confidentiality of customer's nonpublic information.
• Build customer relationships by actively listening and resolving complaints quickly, efficiently and accurately.
• Comply with all company policies and procedures.
• Maintain regular and punctual attendance.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Credit Intermediation and Related Activities
• Education Level: High school or GED