

Customer Success Spec. II
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Position Summary:The Customer Success Specialist II is responsible for assisting Freedom’s customers in the servicing of their mortgage. This includes helping in a call center capacity in one of the following functions: customer service, collections, basic sales, or basic loss mitigation.
Answer inbound and place outbound calls, providing service to customers that may be delinquent, or require a higher level of complexity in their support. These may include customers impacted by disasters, in active bankruptcy, with escrow inquiries and support of portfolio retention efforts.
Represents the company in a professional and enthusiastic manner by providing a world class level of customer service. Ensures each call is handled with compassion and a resolution is reached the first time.
Responsible for assuring all regulatory requirements are met concerning customer interaction by explaining policies and procedures courteously and patiently.
Efficiently provides information and knowledgeable assistance regarding mortgage loans to customers through retrieval of loan information across various systems.
Builds customer relationships by actively listening and resolving complaints quickly, efficiently and accurately.
Provides written and verbal responses to customer inquiries as needed.
Responsible for assuring all regulatory requirements are met concerning customer interaction by explaining policies and procedures courteously and patiently. Computer proficiency is essential.
Maintains confidentiality of customer’s nonpublic information.
Act as a mentor to Customer Success Specialist I and assist with training, and coaching needs for new Customer Success Specialists.
Performs other related duties as assigned.
NMLS Safe MLO Licensing is helpful and may be required after hire.
Minimum one -two years related experience and/or training.
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.
HS diploma/GED required; Some College/Associates Degree or equivalent from two-year College or Technical School preferred
Minimum three years related experience and/or training.
Benefits
Career development and advancement
Working at Freedom, you have the chance to invest in yourself. From on-the-job training to advancement opportunities, and from tuition assistance to our annual internal leadership conference, we’re focused on upskilling, achieving, and celebrating.
Learn MorePhilanthropy
We run huge company-sponsored donation events and contests, as well as offer paid volunteer time so you can commit your support to the causes which you care about most.
Learn MoreHolidays and paid time off
We offer ample paid time off including multiple paid holidays — because your downtime and well-being are just as important to us as your time in work mode.
Learn MoreYour Wallet
Our salaries are competitive — rewarding your experiences, contributions, and hard work. We also have a 401K plan which provides a matching contribution.
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Medical
We offer several medical benefits plans and options to choose from including dental, vision, disability and life insurance, dependent care and flexible spending.
Learn MorePet insurance
Pets are part of the family too! We offer comprehensive vet insurance to make sure your cats are cared for, your pups are prioritized, and your lizards looked-after.
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