Customer Resolution Supervisor

Freedom Mortgage

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 as well as becoming an equally proficient user of all key related Freedom Mortgage applications that capture all key customer information
Ability to work under pressure on tight deadlines and work independently, including working well with others in those situations through positive teamwork or collaboration
High School Degree and Five (5) years of experience or equivalent combination of education and experience.

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-dept 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.
Performs other related duties as assigned.