Customer Service Champion: Jeffery Colclough – Manager, Servicing Partner Performance
Jeffrey has been in the mortgage industry for over twenty years. Originally from Philadelphia, he now lives in Berlin, New Jersey. He started working as a collections agent handling delinquent customers, then as a salesman for Metro Phone before a good friend suggested he pursue a career in the mortgage industry. He wanted a job with purpose, one that would make an impact. In March 2020, he joined Freedom Mortgage as a Supervisor in Customer Care. According to Jeffrey, "I had never worked within a Call Center environment, but I fell in love with it. I quickly found out I could help change someone's life."
Now as a Servicing Partner Performance Manager, he thinks about three things: People, Process and Technology. "People have asked me why I do what I do," Jeffrey told us. "I am a people person. Every morning, I log on and say good morning to my team and thank them for all that they do. You never know what people are going through, so a thank you goes a long way. Open and honest feedback is a strong factor that helps set an atmosphere to promote motivation. The mentors I had along the way, as well as my colleagues, helped me learn that customer service is all about the end result: satisfaction."
What's Jeffrey's advice to those looking to make strides in customer service?
"Listening and staying engaged are important to make sure you are truly making a difference. I am a leader, but I am only as good as the people that work with me. So much has happened in the last year, so you must live your life to the fullest and give back. I have learned people don't leave organizations – they leave leaders. Leadership has a responsibility to set career paths that helps foster internal growth, which turns into organizational growth. Last but not least, you are never too old to learn a new skill."