Customer Resolution Supervisor

🕒 3 days ago

🏄 California – Remote

🏄 California – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🦅 H1B Visa Sponsor

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Freedom Mortgage

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1990

💸 Finance

🏦 Banking

🏠 Real Estate

🔥 Funding within the last year

💰 $500M Debt Financing - Freedom Mortgage on 2025-08

Finance • Banking • Real Estate

Freedom Mortgage is a U. S. -based mortgage lender and servicer with over 30 years of experience helping Americans achieve homeownership and financial improvement. The company originates, services, and manages mortgage loans, offering sales, loan servicing, operations, risk management, and supporting functions such as technology, legal, HR, and marketing. Headquartered in Boca Raton, FL (NMLS ID #2767), Freedom Mortgage emphasizes community involvement, customer-focused loan solutions, and career opportunities across a broad range of mortgage-industry roles.

📋 Description

• Manage high-risk loans and complex customer issues • Address customer disputes & concerns and resolve them in a timely manner • Conduct in-dept 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 • Answer inbound, make outbound calls, and respond to customer requests • Provide empathy and understanding to customers that call in with issues or complaints • Maintain confidentiality of customer’s nonpublic information

🎯 Requirements

• High School Degree and Five (5) years of experience or equivalent combination of education and experience • Deep operational knowledge • Strong problem-solving and critical thinking skills, with an attention to detail • Experience in handling complex customer issues • Proficiency with software applications and databases with a strong knowledge in Microsoft Excel • Excellent communication & negotiation skills • Ability to work under pressure on tight deadlines and work independently, including working well with others in those situations through positive teamwork or collaboration

🏖️ Benefits

• Health insurance • 401(k) matching • Paid time off • Work from home flexibility