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Customer Care, Single Point of Contact

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Position Description: The Customer Care Single Point of Contact (Loss Mitigation) representative is responsible for assisting Freedom’s customers in the servicing of their mortgage. This may include helping in a call center capacity in one of the following functions: customer service, collections, and loss mitigation.

Essential Job Functions:
  • Acts as single point of contact to assigned borrowers currently 45 days delinquent or greater, borrower is in a confirmed disaster area, or borrower requests loss mitigation options.
  • Answer inbound calls and make outbound calls on assigned mortgage accounts that are 45 days or more delinquent.
  • Work with borrower on repayment plans to get them back to a current status.
  • Assist the borrower with loss mitigation options, how to apply, and status updates.
  • Must be familiar with investor guidelines and available programs.
  • Remain as the single point of contact until the borrower is current or approved for loss mitigation.
  • Maintains confidentiality of customer’s non-public information.
  • Provides written and verbal responses to customer inquiries as needed.
  • Answers inbound/outbound calls involving customer service and collection issues.

Position Requirements: Qualifications: 

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. 

Education and/or Experience:
  • High school diploma or GED required
  • Previous customer service, call center, collections and mortgage experience required. Prior loss mitigation experience preferred.
  • Must be computer proficient, able to multitask and work in a fast paced ever changing team environment.
  • Must be able to work a Saturday rotation
  • Must be able to work OT should business needs dictate
  • No time off during the first 90 days.
  • Four weeks training: 8:00 a.m. - 5:00 p.m. After training, must be flexible and able to work any 8 hour shift as assigned between the hours of 1:00pm-10:00pm.(Hours are subject to change). 

**TARGETED CLASS DATE - 11/16/2020