Supervisor, Customer Resolution

Summary:

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.
Essential Job Duties and Responsibilities:

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Conduct in-dept root cause analyses on High-Risk cases to identify & resolve customer issue(s).

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Work with other lines of business and collaborate across departments to ensure that all necessary steps are taken to resolve customer issues.

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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.

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Answer inbound, make outbound calls, and respond to customer requests within established timelines to maintain service level expectations and deliver quality service to customers.

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Provide empathy and understanding to customers that call in with issues or complaints. Work to deescalate potential issues and prevent negative outcomes.

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Follow up with all necessary parties to close out calls and to ensure resolution.

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Responsible for assuring all regulatory requirements are met concerning customer interaction by explaining policies and procedures courteously and patiently.

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Maintain confidentiality of customer’s nonpublic information.

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Build customer relationships by actively listening and resolving complaints quickly, efficiently and accurately.

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Comply with all company policies and procedures.

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Maintain regular and punctual attendance.

Other Job Duties and Responsibilities:

Performs other related duties as assigned.
Supervisory Responsibilities:

This position is an individual contributor with no direct reports but may provide guidance, leadership, or training to others.
Qualifications:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

- Deep operational knowledge

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Strong problem-solving and critical thinking skills, with an attention to detail

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Experience in handling complex customer issues

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Excellent communication & negotiation skills

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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

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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:

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High School Degree and Five (5) years of experience or equivalent combination of education and experience.

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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.

Certificates, Licenses, Registrations :

None 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 :

The work environment characteristics described here are representative of those an employee encounters while perform