Supervisor, Customer Resolution

Freedom Mortgage

About The Position

The Customer Resolution Supervisor manages high-risk loans and complex customer issues, including customer disputes and concerns, and works to resolve them in a timely manner. The role serves as a subject matter expert in FHA, VA, USDA, FNMA, and FMLMC loss mitigation options, SPOC, and escrow requirements. It requires professional competency in mortgage servicing state requirements and federal guidelines. The role advocates for customers, resolves disputes quickly, and identifies root causes to help reduce customer complaints. This is an individual contributor position with no direct reports, though it may provide guidance, leadership, or training to others. The position addresses difficult and complex problems that may require understanding a broader set of issues, considering multiple factors, and drawing on prior experience and analysis, including knowledge of the financial and mortgage industry. Work is normally performed in a typical interior office environment without hazardous or unpleasant elements; noise is usually moderate. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements

High school degree and five years of experience, or an equivalent combination of education and experience.
Deep operational knowledge.
Strong problem-solving and critical-thinking skills, with attention to detail.
Experience handling complex customer issues.
Excellent communication and negotiation skills.
Proficiency with software applications and databases, including strong Microsoft Excel knowledge, and ability to become proficient in key Freedom Mortgage applications used to capture customer information.
Ability to work under pressure and meet tight deadlines, work independently, and collaborate effectively through positive teamwork.
Ability to perform the essential functions satisfactorily.

Nice To Haves

Bachelor’s degree from a four-year college or university, or equivalent combination of education and experience, and five to eight years of experience.
Subject matter expertise in FHA, VA, USDA, FNMA, and FMLMC loss mitigation options, SPOC, and escrow requirements.

Responsibilities

Conduct in-depth root cause analyses of high-risk cases to identify and resolve customer issues.
Collaborate with other lines of business and departments to ensure necessary steps are taken to resolve customer issues.
Take ownership of high-risk and escalated cases, resolve issues, and notify leadership of potential risks and ways to mitigate future issues.
Answer inbound calls, make outbound calls, and respond to customer requests within established timelines and service-level expectations.
Show empathy and understanding to customers with issues or complaints, de-escalate potential issues, and prevent negative outcomes.
Follow up with necessary parties to close out calls and ensure resolution.
Meet regulatory requirements for customer interactions by explaining policies and procedures courteously and patiently.
Maintain the confidentiality of customers’ nonpublic information.
Build customer relationships by listening actively and resolving complaints quickly, efficiently, and accurately.
Comply with company policies and procedures.
Maintain regular and punctual attendance.
Perform other related duties as assigned.
Provide guidance, leadership, or training to others as needed.