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Customer Satisfaction Ambassador/Escalations

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The Escalations Specialist is responsible for assisting Freedom’s customers to address disputes or concerns; resolve them in a timely manner, and to ensure the customer’s satisfaction. This will include helping in a call center capacity in customer service and collections.  The ultimate goal of the Specialist is to be an advocate for the customer to resolve any issues they may have. 


Essential Job Functions:

  • Man the escalation and help lines to assist Customer Care Representatives with escalated issues or questions.

  • Provide empathy and understanding to customers that call in with issues or complaints.  Work to deescalate potential issues and prevent negative outcomes. 

  • Work with call center management to resolve escalated issues. Notify leadership of potential risks to mitigate future issues.   

  • Work with other lines of business, and collaborate across boundaries to ensure that all necessary steps are taken to resolve customer issues. 

  • Answer inbound and make outbound calls, from the Customer Care Call Center, and respond to customer requests within established timelines in order to maintain service level expectations and deliver quality service to customers.

  • Follow up with all necessary parties to close out calls and to ensure resolution.

  • Responsible for assuring all regulatory requirements are met concerning customer interaction by explaining policies and procedures courteously and patiently.

  • Maintain confidentiality of customer’s nonpublic information.

  • Provide information and knowledgeable assistance regarding mortgage loans by retrieving loan information and provide customers their information quickly and efficiently.

  • Build customer relationships by actively listening and resolving complaints quickly, efficiently and accurately.

  • Provide written and verbal responses to customer inquiries as needed.

  • Calling on customer complaints.

  • Floor coach to supervisor.

  • Calling customer feedback surveys.

  • Assisting Academy Bay Managers when needed.  


Education and/or Experience:

High school diploma or GED required

Associate's degree (A.A.) or equivalent from two-year College or Technical School; or 1 year or more of related experience and/or training; or equivalent combination of education and experience.



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.