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Customer Service Champion: Lynsay H., Director, IT Application Management Services

Originally from Kokomo, Indiana, Lynsay H. has been a part of the Freedom Mortgage family for the last seven-and-a-half years. An avid Peloton fan, she resides currently in Westfield, Indiana with her two pups, Bella (a Morkie—a Maltese and Yorkie mix) and Enzo (a rescue—a mix of Boston Terrier and Poodle). She told us: “If you’re on a call with me, there is a 99.9% chance you’ll hear from Enzo!”

Right after college, Lynsay went to work at a call center for a telephone company where she became a Workforce Manager. Freedom Mortgage is her first role in the mortgage industry.

“I started my career at Freedom Mortgage in Servicing as a Business Analyst,” Lynsay told us. “I was hired when Servicing only had a few thousand loans in the portfolio. I worked on reporting, Dialer, IVR, and the Servicing Website. I also handled workforce management for the Servicing Call Center, then transitioned to a Manager role where I implemented the workforce management program in the Servicing Command Center.”

In October of 2019, Lynsay transitioned her skillset to IT, working as a Business Systems Operations Manager in support of Servicing Applications. Now, she resides as an IT Director with a team of Business Operations Analysts, which support applications, services, and platforms across all channels. 

How does she get it all done? Her “secret sauce” advice to others comes down to one word: flexibility.

“Change is the only constant,” Lynsay told us. “Having the ability to assess and maneuver through change has served me well throughout both my career and personal life.” 

Fun Facts: Lynsay was in a sketch comedy group in her 20s and performed at Theater on the Square in downtown Indianapolis.

As a child, people would ask her if she was Drew Barrymore (or Gertie from E.T.) due to the resemblance!

The time is now to #SoarWithUs at Freedom Mortgage. Check out all of our open positions here.


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