Customer Experience Complaint Analyst

Description

Soar with Us

Flying ahead of the flock for over 30 years, we at Freedom Mortgage have taken millions of Americans under our wing and helped them achieve their dreams of financial betterment and homeownership. This is only possible through our vast knowledge base and broad capabilities, and it’s demonstrated by our winning trajectory.

The Opportunity: Customer Experience Complaint Analyst

What does the job look like?

As a Customer Experience Complaint Analyst, your daily duties will include:

The Customer Experience Complaint Analyst is responsible for the oversight and improvement of complaint root cause analysis and the development and maintenance of systems for managing service complaints.  The occupant of this role is also expected to develop and use information from the complaint research to enable Freedom Mortgage to deliver & promote industry-leading customer service. Consistent with those objectives for the role, this role is expected to provide excellent collaboration skills and presentation skills with others in the CX department and other departments & partners across Freedom Mortgage that are serviced by the CX Center of Excellence.

• Models and understand various operational processes and workflows, especially from the customer viewpoint on whether processes and workflows meet customer needs.
• Map complaint journey and related customer journey end to end, including all channels and touchpoints.
• Gather, interpret and use voice-of-the-customer insights to explain, summarize and evaluate the key customer journey milestones and touchpoints to include the customer context surrounding them (i.e., the customer’s situation and circumstances).
• As the part of the role, ensure all customer experience and customer servicing channels are included so that no key experience measurement gaps exist when performing the analysis and recommendations.
• Synthesize all interactions and transactions and all customer insights about them to complement and explain customer journeys.
• Incorporate internal business process mapping related to customer journey experience to determine customer experience expectation gaps or disappointments to recommend process improvements to enable FMC to become more customer centric and an industry-leading customer experience provider.
• Tracking trends and interpreting results for complaint data, preparing complaint reports, identifying opportunities, and making actionable recommendations
• Reviewing complaint themes and actions with the Senior Management across the organization.
• Play a key role in the maintenance of root cause analysis reporting and tracking of high and medium priority actionable items
• Maintain regular and punctual attendance. Comply with all company policies and procedures
• Comply with all company policies and procedures. Investigate root causes and responses to complaints provided by the lines of businesses, including interaction with “Subject Matter Experts (SMEs)” within our business lines who will sometimes assist. Act as a key contributor on handling of complaints, optimizing all investigation techniques, and carrying out root cause analysis and writing statements.