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Director, Customer Service

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The Director of Servicing Customer Care is responsible for the strategic planning and execution of call center operations within their specific site. This leader will identify opportunities and develop the operations of Freedom Mortgage’s Servicing Call Center to bring us to best-in-class customer service.


Core duties include management and leadership of processes for the continuous improvement of the customer experience. Tactical emphasis is on customer care, quality management, workforce planning, recruiting, coaching and training. Performance metrics include call efficiency, call quality, customer satisfaction, low abandonment rate, staffing utilization, acceptable turnover, and financial performance. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, knowledge, skills, and morale.



Essential Job Functions:


  • Assist in the management of the mortgage servicing customer care call center including customer service, collections and in streamlining the handoff process to loss mitigation
  • Develop and implement processes that will improve customer satisfaction, increase productivity, and improve the performance of supervisors and agents
  • Build and maintain a high performing team committed to delivering world class customer care and achieving organizational goals.
  • Set goals, drive results and properly rewards and addresses performance.
  • Ability to quickly identify issues and resolve problems.
  • Oversee recruiting and training of qualified individuals to support the customer care call center.
  • Assist and oversee Nesting Program within the Customer Care Call Center
  •  Analyze reporting necessary to manage call center productivity against daily/weekly/monthly objectives.
  • Promote a positive workplace supportive of company goals and objectives
  • Familiar with federal, state, and local regulations

Other Related Duties:


  • Performs other related duties as assigned.


Supervisory Responsibilities:


Manages staff and carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.





To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below 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:


Bachelor’s Degree from a Four (4) year College or University; or five (5) to seven (7) years related experience and/or training; or equivalent combination of education and experience.


Language Skills:


Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or government regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.