Team Leader, Customer Service – Legal

Freedom Mortgage
Full time
Legal
United States
Hiring from: Anywhere

Team Leader, Customer Service – Legal



  • Job ID: 7229

  • Functional Area: Legal

  • Employment Type: Full Time

  • Location: Remote

  • Department: Customer Complaint Mgmt

  • Relocation Provided: No


Position Description


Summary


The Team Leader, Customer Service will assist the SVP in the resolution of escalated Executive level complaints which arrive via the BBB, CFPB, State regulators, and direct from the borrower or consumer. Responses will be in writing or verbal depending upon the situation and direct borrower contact will be required.


Essential Job Functions include:



  • Lead in the processing of borrower incoming and outgoing correspondence

  • Research complaints received from the borrower or consumer and assists in providing a written response

  • Assist the origination and servicing areas as needed to resolve inquiries

  • Experience with or knowledge of the loan origination process and loan servicing process is essential

  • Familiarity with Lakewood and FISERV highly desired

  • Assist in the mentoring, coaching and training of other new department members


Other Related Duties:



  • Performs other related duties as assigned.


Supervisory Responsibilities:



  • This position has no supervisory responsibilities.


Qualifications


Education and/or Experience:



  • High School Diploma or GED

  • 2+ years related experience and/or training

  • Hands-on experience in either the loan processing or closing area with a demonstrated knowledge of these functions and their impact on the servicing of the loan is a plus but not required

  • Must be able to demonstrate the ability to review a complaint, research, and then assist in the resolution


Language Skills:


Ability to read words and to recognize similarities and differences between words and between series of numbers. Ability to comprehend and write simple instructions, correspondence, and memos. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.


Mathematical Skills:


Ability to calculate figures and amounts such as discounts, interest, commissions, and percentages.


Reasoning Ability:


Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.


Customer Service Relationships:


Requires moderate interpersonal and communication skills to ensure that customer requests or needs are met. Acknowledges and clarifies customer inquiries, requests, or complaints to ensure that needs are identified, documented and addressed.


Work Complexity:


Tasks are multiple and diverse with some interrelationship across processes. Work requires the direct application of a variety of procedures, policies and/or precedents.


Physical Demands:


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.


Work Environment:


The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.


Employer’s Rights:


This job description does not list all the duties of the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks and functions listed in this job description. The employer has the right to revise this job description at any time. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.


Americans with Disabilities Act:


Applicants as well as employees who are or become disabled must be able to perform the essential job functions either unaided or with reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall determine reasonable accommodation on a case-by-case basis in accordance with applicable law.


#CB


Founded in Mount Laurel, NJ in 1990, Freedom Mortgage has since grown into one of the largest and fastest-growing privately owned full-service residential lenders in the USA. Licensed in all 50 states, Washington D.C., Puerto Rico and the Virgin Islands, Freedom Mortgage has over 5000 employees nationwide, proudly servicing $225.6 billion, and is still growing.


Our mission is to foster homeownership in America. Freedom is a leader in VA mortgage lending and is one of the mortgage industry’s largest philanthropic supporters of the USO and military families through its Team Freedom Cares philanthropic arm.


Locations include suburban Philadelphia and Fishers, IN, two regions where we were named Top Workplaces. We also have large operating centers countrywide, including these desirable markets: Beaverton, OR; Boca Raton, FL; Columbia, MD; Jacksonville, FL; Melville, NY; Plano, TX; San Dimas, CA; Tempe, AZ; Troy, MI and Woodbridge, VA.


If you seek a sense of community, top training, opportunity for advancement, a comprehensive benefits package and reward and recognition program, look no further.


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


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