Customer Resolution Supervisor

🕒 September 10

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👻 Ghost score 35%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Freedom Mortgage

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1990

💸 Finance

🏠 Real Estate

👥 B2C

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

Finance • Real Estate • B2C

Freedom Mortgage is a U. S. -based residential mortgage lender and servicer that provides home loan products and related services to consumers. The company offers purchase and refinance mortgages (VA, FHA, USDA, and conventional), HELOCs, fixed- and adjustable-rate terms, cash-out and streamline refinances, online account management and payment tools, and customer support including loan advisors. Freedom Mortgage focuses on consumer (B2C) mortgage origination and servicing for homebuyers and homeowners.

📋 Description

• Manage high-risk loans and complex customer issues • Address customer disputes and concerns and resolve them in a timely manner • Serve as a subject matter expert on FHA, VA, USDA, FNMA, and FMLMC loss mitigation options, SPOC, and escrow requirements • Apply state servicing requirements and federal guidelines • Conduct in-depth root cause analyses on high-risk cases • Collaborate with other lines of business and departments to resolve customer issues • Own high-risk and escalated cases, notify leadership of potential risks, and recommend mitigation approaches • Answer inbound calls, make outbound calls, and respond to customer requests within established timelines • De-escalate customer issues and prevent negative outcomes • Follow up with necessary parties to close calls and ensure resolution • Explain policies and procedures while meeting regulatory requirements • Maintain confidentiality of customers' nonpublic information • Build customer relationships by listening actively and resolving complaints quickly, efficiently, and accurately • Provide guidance, leadership, or training to others as an individual contributor with no direct reports • Perform other related duties as assigned

🎯 Requirements

• Deep operational knowledge • Strong problem-solving and critical thinking skills, with attention to detail • Experience handling complex customer issues • Excellent communication and negotiation skills • Proficiency with software applications and databases • Strong knowledge of Microsoft Excel • Ability to become proficient in Freedom Mortgage applications capturing customer information • Ability to work under pressure on tight deadlines • Ability to work independently and collaboratively • High School Degree and five (5) years of experience, or equivalent combination of education and experience • Bachelor's Degree from a four-year college or university and five (5) to eight (8) years of experience preferred • None required for certificates, licenses, or registrations • Ability to maintain regular and punctual attendance • Ability to occasionally lift and/or move up to 25 pounds