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Director Customer Service - Legal

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Description

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES 

The Director of Customer Service-Legal is responsible for addressing all CFPB complaints filed against Freedom Mortgage Corporation.  Provides information and knowledgeable assistance to co-workers as needed.  Additional job duties as assigned. 

  • Responds to CFPB complaints within established timelines in order to meet regulatory requirements
  • Responsible for assuring all regulatory requirements are met concerning CFPB Complaint responses

  • Bachelor's degree prefered
  • 5-8 years of related experience prefered
  • Strong mortgage background with experience in all aspects of servicing (loss mitigation, payment processing, escrow, foreclosures, bankruptcy, servicing transfers, credit and customer care), retail originations (loan application, processing, underwriting and closing), wholesale and correspondent origination.
  • Ability to construct letters with good spelling and grammar and clearly convey explanations and resolution of issues to the CFPB or other entities if needed (ie. BBB or Attorney Generals). 
  • Ability to work with department managers in all areas on complaint resolutions. 
  • Ability to document resolutions accurately and timely in complaint database (Complaint Tracker).
  • Excellent problem-solving skills and ability to fairly assess each complaint to determine a correct and just resolution while considering applicable law, regulatory and investor guidelines.