Supervisor, Customer Resolution

About the role

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.

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.
• Performs other related duties as assigned.
• Provide guidance, leadership, or training to others (individual contributor with no direct reports).

Qualifications

• 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.
• 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.
• No certificates, licenses, or registrations required.
• Work complexity: Problems and issues faced are difficult and complex, and may require understanding of broader set of issues. Problems typically involve consideration of multiple issues and understanding of the financial/mortgage industry. Problems are typically solved through drawing from prior experience and analysis of issues.
• Work environment: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is normally performed in a typical interior office work environment which does not subject the employee to any hazardous or unpleasant elements. The noise level in the work environment is usually moderate.
• Physical demands: While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.