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Career Prep Customer Service Champion Albert Walker Career Prep Customer Service Champion Albert Walker

Customer Service Champion: Albert Walker

Philadelphia native, Albert Walker, started with Freedom Mortgage as a Junior Loan Officer in 2012. With over twenty-two years of experience in the mortgage industry, Albert began his career with a position at First United Mortgage in Bensalem, PA, eventually finding his way to CitiBank then Freedom Mortgage, where he has held several positions within the Call Center.

“Freedom has changed my life. It made everything stabilize in my life and my work brought me great focus. That’s why I am so passionate about the company.”

Growing up, he spent his time singing in the church choir (his grandfather was a deacon), reading the daily newspaper’s comic section, and got to live like a real-life Willy Wonka – his father owned a candy store! Cherry balls and hot dollars are his favorite. He also began writing stories and drawing, his true passion and talent. He even painted a mural at MLK High School and was recruited to travel the world with an art group called Philly Pizazz, using his artistic gifts. Nowadays, his 13-year-old daughter has taken up the mantle as the family artist. Albert has three other daughters and one son. His 17-year-old daughter is planning to enter the Air Force after graduating high school in 2021.

According to Albert, “Freedom has changed my life. It made everything stabilize in my life and my work brought me great focus. That’s why I am so passionate about the company.” With several positions at Freedom Mortgage under his belt, such as sales coordinator, customer advocate, and customer service side experience, his role ultimately turned into leading escalations operations. As a Supervisor of Escalations in the Call Center, his team helps to de-escalate issues and reengage customers, making sure loans process smoothly with good communication. “We want all the loans to travel the happy path.”

We asked Albert: Your role requires a certain skill set. What is your “secret sauce” to handling prickly situations? Any advice you can give that applies to work and life?

“To do what I do, it takes a great deal of patience. Patience is key and is an excellent listener as well as communicator. I demonstrate patience and I am empathetic. If you master those things, you can never fail. Not everyone learns things the same way – some are audio, some are visual learners. As you talk to the borrower, you will learn how they take in information. I personally maintain the communication and connection to make sure they are properly communicated with. I aim to answer and address all questions and concerns. I want our customers to feel valued, and I make them aware of how important they are to us.”

Interested in joining Albert and other team members who are delivering on homeownership dreams? The time is now to #SoarWithUs at Freedom Mortgage. Check out all of our open positions by clicking here.

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