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Escalation Specialist

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The Escalation Specialist for the Call Center is responsible for handling escalation calls and emails from internal and external customers.  Diagnosing the issue and determining the next best course of action.  The Escalation Specialist will resolve the issue to best of their ability, being the primary point of contact until the loan is back on track.


  • Superior Customer Service. The Escalation Specialists is the primary customer contact until the loan is back on track and may act as liaison between the borrower, Customer Advocate and Loan Advisor. Is required to provide periodic status updates, and timely return all incoming inquiry calls
  • Review Closing Disclosure details with Borrower
  • Validate cash to close needed from Borrower at closing
  • Confirm payment information with borrower
  • Validate Borrower escrow (taxes and insurance) on the loan
  • Offers customer support at various stages of the loan process
  • Maintain regular and punctual attendance. Comply with all company policies and procedures
  • Performs other related duties as assigned

Equal Employment Opportunity

Freedom Mortgage Corporation provides equal employment and affirmative action opportunities to all qualified individuals without regard to race, creed, color, religion, national origin, protected veteran status, age, sex, marital status, sexual orientation, gender identity, or non-disqualifying physical or mental handicap or disability. 

Americans with Disabilities Act

Applicants as well as employees who are or become disabled must be able to satisfactorily perform the essential job functions of the position either with or without reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall review reasonable accommodations on a case-by-case basis in accordance with applicable law.

Job Responsibilities

The following statements reflect the general duties and responsibilities considered necessary to perform the essential functions of the job and should not be considered as an all-inclusive list of all the work requirements of the position. Freedom Mortgage Corporation may change the specific job duties with or without prior notice based on the needs of the organization.