Senior Customer Resolution Leader - High-Risk Loans

Freedom Mortgage; United States; On-site; USD 90,000 - 120,000; Full time

Job summary

Freedom Mortgage is seeking a Customer Resolution Supervisor to manage high-risk loans and complex customer issues, serving as an SME in loss mitigation options such as FHA, VA, USDA, FNMA, and FMLMC. The role requires handling escalations, regulatory compliance, and a customer-first advocacy approach.

The ideal candidate will lead root cause analyses, work cross-functionally, and maintain service levels while protecting customer information and upholding company policies.

Qualifications

• Deep knowledge of mortgage loss mitigation programs (FHA, VA, USDA, FNMA, FMLMC) and escrow requirements.
• Strong problem-solving and analytical abilities with attention to detail.
• Experience handling high-risk customer issues and escalations.
• Excellent communication and negotiation skills.
• Proficiency with MS Excel and in-house Freedom Mortgage applications to capture customer data.
• Ability to work under pressure and meet deadlines, both independently and with others.

Responsibilities

• Conduct in-depth root cause analyses on high-risk cases to resolve issues.
• Collaborate across departments to ensure proper steps to resolve customer issues.
• Own high-risk/escalated cases and notify leadership of risks and mitigation strategies.
• Answer inbound and make outbound calls, responding to requests within SLAs.
• Provide empathy, deescalate issues, and prevent negative outcomes.
• Follow up with parties to close calls and ensure resolution.
• Ensure compliance with regulatory requirements when interacting with customers.
• Maintain confidentiality of nonpublic information.
• Build customer relationships by listening and resolving complaints quickly and accurately.
• Adhere to company policies and maintain punctual attendance.
• Perform other related duties as assigned.

Skills

Operational knowledge

Problem-solving

Customer handling

Communication

Excel proficiency

In-house applications

Education

High School Degree

Bachelor’s Degree (preferred)

Tools

MS Excel

Freedom Mortgage apps

Job description

Freedom Mortgage is seeking a Customer Resolution Supervisor to manage high-risk loans and complex customer issues, serving as an SME in loss mitigation options such as FHA, VA, USDA, FNMA, and FMLMC. The role requires handling escalations, regulatory compliance, and a customer-first advocacy approach.

The ideal candidate will lead root cause analyses, work cross-functionally, and maintain service levels while protecting customer information and upholding company policies.