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Customer Satisfaction Ambassador

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Description

Summary

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.

 

If you are…

 

  • A strong communicator. You’ll provide written and verbal responses to customer inquiries and be a great listener who can show empathy as well as firmness.
  • Passionate about customer care. You’ll be an advocate for the customer to resolve any issues they may have by actively listening and resolving complaints quickly, efficiently, and accurately.
  • A motivator. We need you to bring a “can-do” attitude and solutions-focused approach to this role, doing your best to help every customer and giving them a great experience with Freedom.

 

… then you belong in the Freedom family.

 

The Vacancy: Escalation Specialist

 

We are looking for an exceptional Escalation Specialist to join our team and offer escalation support to customers. Our perfect candidate is empathetic, firm, and a great problem-solver, who can assist them with their inquiries. You’ll bring empathy, understanding, and expertise to customers and work to deescalate potential issues and prevent negative outcomes.

 

What does the job look like?

 

As an Escalation Specialist, your daily duties will include...

 

  • Working within our Call Center [JF1]  to manage the escalation lines by assisting Customer Care Representatives with escalated issues or questions.
  • Maintaining confidentiality of customer’s nonpublic information.
  • Collaborate with other lines of business to ensure all necessary steps are taken to resolve customer issues.
  • Assuring all regulatory requirements are met concerning customer interaction by explaining policies and procedures courteously and patiently.
  • Providing expert assistance by retrieving loan information and giving customers their information quickly and efficiently.
  • Building positive customer relationships by actively listening and resolving complaints quickly, efficiently, and accurately.

 


Qualifications:

Education

  • Associate Degree or equivalent from a 2-year College or University OR 1 year of related experience and/or training or equivalent combination of education and experience

 

If you invest your drive and commitment with us, you’ll realize an incredible return, in a diverse environment where all staff can grow and flourish. With excellent training and development opportunities available at all levels, a great benefits package, and a talented working family all around you, with Freedom, you’ll enjoy a rewarding, challenging, and exciting career where you can reach incredible new heights.

 

Soar With Us.
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