The Customer Care Supervisor is responsible for the oversight and management of customer service/customer care including but not limited to; call center, web services and refinance opportunities.
Essential Job Functions:
•Assist in the management of all aspects of customer contact processes including customer service, collections and loss mitigation
•Assists in the management of the Call Center including calling outbound strategy, IVR routing and skip tracing
•Helps oversee the borrower website experience
•Manages day to day operations of the call center area to ensure smooth work flow and to achieve predetermined goals
•Builds effective and strong team committed to delivering world class customer care and achieving organizational goals
•Accurately assesses strengths and development needs of employees including timely and specific feedback and performance management
•Develops and implements effective policies and procedures to ensure timely, accurate, cost effective and excellent service to our customers
•Identifies and analyzes escalated problems and provide guidance to team members for resolution
•Negotiates solutions and acts as a liaison with internal and external customers when necessary
Education and/or Experience:
GED/High School required; Associate's degree (A.A.) or equivalent from two-year College or Technical School; or one year to two years related experience and/or training; or equivalent combination of education and experience.
Ability to work a 12PM-9PM /1PM-10PM shift
•Experience working as a Manager, Supervisor, or Team Lead in a call center atmosphere
•Ability to coach and develop representatives
•Ability to lead a team to reach performance objectives and goals
•Exceptional interpersonal skills
•Availability to work occasional Saturdays
•Proficiency in the use of software applications, databases, spreadsheets, and/or word processing required
•Experience and/or knowledge of the mortgage industry preferred but not required
Freedom Mortgage is a privately held, full-service residential mortgage lender licensed in all 50 states, Washington D.C., Puerto Rico and the Virgin Islands. We are one of the largest and fastest-growing privately held mortgage companies in the country, as well as a top 5 residential lender in the USA. Freedom Mortgage currently services more than 225 billion dollars in loans. And we are continuing to grow! Freedom Mortgage is proud to be recognized by Inc. Magazine’s, Inc. 5000 rankings for the fastest growing private firms in the nation for six consecutive years (2013-2018).
Freedom Mortgage has over 4000 employees and offices nationwide. Locations include suburban Philadelphia (we have multiple sites in Southern New Jersey) and Fishers, IN, two regions where we were named Top Workplaces (The Indianapolis Star named Freedom Mortgage at Top Workplace four years in a row). We also have large operating centers in Melville, NY; Jacksonville, FL; San Dimas, CA; and Tempe, AZ; and Columbia, MD
Freedom Mortgage team members enjoy our total rewards program, including excellent benefits, perks, business casual dress, rewards programs, training, development and career opportunities. Community spirit is one of our shared values and Team Freedom Cares is our philanthropic arm helping us get involved in the communities in which we operate. Learn more about us and apply!
Freedom Mortgage Corporation is an Equal Opportunity Employer committed to workforce diversity. Qualified applicants will receive consideration without regard to age, race, color, religion, gender, sexual orientation, national origin, or their status as a protected veteran or an individual with disabilities. Local applicants encouraged to apply. Employment contingent upon successful completion of background investigation. Smoke-free workplace. Drug-free work environment. Excellent benefits package including medical, dental, vision and 401(k). All resumes are held in confidence. Only candidates whose profiles closely match requirements will be contacted during this search. LENDER NMLS ID:2767
Equal Opportunity Employer- Minorities/Females/Disabled/Veterans
Provide Actionable Feedback
Monitor Customer Service
Enhance Customer Experience