Supervisor, Customer Resolution

Essential Job Duties and 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.
• Ensure 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.

Other Job Duties and Responsibilities

• Performs other related duties as assigned.

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

Education and/or Experience

• 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