Supervisor, Verbal Complaint - Call Center

Freedom Mortgage

5d•Onsite

About The Position

We are seeking a professional and customer-focused Call Center Supervisor, Verbal Complaints to manage verbal customer escalations and complaints with empathy, confidence, and professionalism. This role is responsible for de-escalating challenging calls, resolving customer concerns whenever possible, and accurately documenting all interactions, findings, and outcomes in internal systems. The ideal candidate is an excellent communicator who remains calm under pressure, demonstrates strong conflict resolution skills, and can handle sensitive situations with sound judgment and attention to detail.

Requirements

Excellent verbal communication and phone presence.
Strong conflict resolution, problem-solving, and decision-making skills.
Ability to remain calm, patient, and professional in difficult conversations.
Strong attention to detail and ability to document accurately and thoroughly.
Comfortable navigating multiple systems while speaking with customers.
Ability to maintain confidentiality and handle sensitive information appropriately.
Proficient with standard computer applications and case management or CRM systems.
High school diploma or equivalent required.

Nice To Haves

Experience handling verbal escalations or customer complaints in a high-volume environment.
Demonstrated ability to diffuse customer’s issues and resolve pain points.
Strong listening skills and the ability to ask effective follow-up questions.
Ability to balance empathy with policy adherence.
Strong organizational and time management skills.
Ability to work independently and as part of a team.
Associate or bachelor’s degree preferred.
Previous experience (5 years) in a call center, customer service, complaints, escalations, or dispute resolution role preferred.

Responsibilities

Handle inbound/outbound escalated calls from customers regarding complaints, service concerns, and complex issues.
Use active listening, empathy, and professional communication to de-escalate difficult conversations.
Investigate customer concerns thoroughly and gather all relevant facts before determining next steps.
Provide clear, accurate, and timely resolutions aligned with company policies and service standards.
Maintain composure and professionalism during high-stress or emotionally charged interactions.
Document call details, findings, actions taken, and resolutions accurately in company systems.
Identify trends or recurring issues and escalate cases internally when additional review or support is needed.
Collaborate with internal departments and leadership to resolve customer concerns efficiently.
Follow all compliance, quality assurance, and documentation standards.
Deliver a positive customer experience while protecting the company’s reputation.
Performs other related duties as assigned.
Comply with all company policies and procedures.
Maintain regular and punctual attendance.