Supervisor, Customer Resolution
RemoteUnited States
United StatesRemoteFull TimeLarge
Full TimeLarge
Job Summary
Conduct in-depth root cause analyses on high-risk cases to identify and resolve customer issues, including FHA, VA, USDA, FNMA, and FMLMC loss mitigation matters. Answer inbound and outbound calls to address disputes, deescalate potential issues, and maintain service level expectations while adhering to state and federal guidelines. Take full ownership of escalated cases, notify leadership of risks, and collaborate across departments to ensure timely resolution and compliance with regulatory requirements. Maintain confidentiality of customer information and build relationships through active listening and accurate complaint handling.
Required Qualifications
- High School Degree
- Five (5) years of experience
- equivalent combination of education and experience
- Deep operational knowledge
- Strong problem-solving and critical thinking skills
- attention to detail
- Experience in handling complex customer issues
- Excellent communication & negotiation skills
- Proficiency with software applications and databases
- strong knowledge in Microsoft Excel
- becoming an equally proficient user of all key related Freedom Mortgage applications
- Ability to work under pressure on tight deadlines
- work independently
- working well with others in those situations through positive teamwork or collaboration
- Bachelor's Degree from a Four (4) year College or University
- Five (5) to Eight (8) years of experience preferred
- equivalent combination of education and experience
- Five (5) years of experience or equivalent combination of education and experience
- FHA loss mitigation options
- VA loss mitigation options
- USDA loss mitigation options
- FNMA loss mitigation options
- FMLMC loss mitigation options
- SPOC requirements
- Escrow requirements
- servicing state requirements
- federal guidelines
- Subject Matter Expert (SME) experienced in FHA, VA, USDA, FNMA, and FMLMC loss mitigation options
- High School Degree and Five (5) years of experience
- Bachelor's Degree from a Four (4) year College or University
- Five (5) to Eight (8) years of experience
- Five (5) years of experience
- equivalent combination of education and experience
- Bachelor's Degree from a Four (4) year College or University
- Five (5) to Eight (8) years of experience
- equivalent combination of education and experience
- High School Degree
- Five (5) years of experience
- equivalent combination of education and experience
- Bachelor's Degree from a Four (4) year College or University
- Five (5) to Eight (8) years of experience
- equivalent combination of education and experience
Desired Qualifications
- Bachelor's Degree from a Four (4) year College or University
- Five (5) to Eight (8) years of experience
- equivalent combination of education and experience
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