Supervisor, Customer Resolution

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee high-risk loans and intricate customer concerns.

• Address and resolve customer disputes and issues promptly.

• Act as a Subject Matter Expert on loss mitigation options for FHA, VA, USDA, FNMA, and FMLMC, as well as SPOC and Escrow requirements.

• Perform detailed root cause analyses on high-risk cases.

• Collaborate with various departments and business lines to address customer challenges.

• Take ownership of high-risk and escalated cases, alert leadership to potential risks, and suggest mitigation strategies.

• Handle inbound calls, make outbound calls, and respond to customer inquiries within set timelines.

• Deescalate customer issues to avoid negative outcomes.

• Follow up with relevant parties to finalize calls and ensure resolution.

• Ensure compliance with regulatory requirements during customer interactions.

• Maintain the confidentiality of customers' nonpublic information.

• Foster customer relationships by actively listening and swiftly resolving complaints with accuracy and efficiency.

• Adhere to company policies and procedures.

• Maintain consistent and punctual attendance.

• Provide guidance, leadership, or training to others as necessary.

• Execute other related tasks as assigned.

⛳️ Requirements

• High School Diploma with five (5) years of experience or a combination of education and experience equivalent.

• Bachelor's Degree from a four (4) year college or university or an equivalent combination of education and experience, with a preference for five (5) to eight (8) years of experience.

• Extensive operational knowledge.

• Strong problem-solving and critical thinking abilities, with keen attention to detail.

• Experience managing complex customer issues.

• Exceptional communication and negotiation skills.

• Proficient in software applications and databases.

• Strong expertise in Microsoft Excel.

• Capability to become proficient in Freedom Mortgage applications that capture essential customer information.

• Ability to work effectively under pressure and meet tight deadlines.

• Capacity to work both independently and collaboratively.

• No certificates, licenses, or registrations are required.

🏝️ Benefits

• Comprehensive benefits package.

• Opportunities for professional development and advancement.

• Supportive and collaborative work environment.

• Employee recognition programs.