The Supervise, Customer Advocates will manage a staff of existing and new personnel. This individual will coordinate the operational and personnel issues within the operations and serve as an escalation point for Customer Advocates to help solve issues that arise in the process to purchase loans. He/She will effectively manage the work load to meet or exceed established service levels and work with department managers to ensure all staff is properly trained in all areas of Correspondent Lending. The supervisor will also perform quality reviews of Customer Advocates performance for existing and new staff.
Essential Job Functions:
- Responsible for maintaining Customer Advocate hours and timecards for local and remote staff
- Monitor file flow to ensure SLA's are consistently met or exceeded.
- Ensure loans are purchased in compliance with all federal and state regulations
- Monitor work load and redistribute when necessary to maintain established service levels and ensure a positive customer service experience.
- Monitor and distribute daily, weekly and monthly production scorecards and quality review reports
- Perform sporadic QC spot checks on individual pipelines and provide feedback to staff
- Coordinate weekly pipeline review sessions with each employee
- Serve as escalation point for issues/concerns which need immediate attention.
- Conduct weekly Customer Advocate Meetings with entire staff
Other Related Duties:
Performs other related duties as assigned.
- Supervises employees who generally perform the same work or similar work/task
- May occasionally do the work of those supervised
- Has HR responsibilities for direct reports
Education and/or Experience:
Bachelors Degree from a Four (4) year College or University; or one (1) to two (2) years related experience and/or training; or equivalent combination of education and experience.
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.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Customer Service Relationships:
Anticipates customer needs and regularly motivates or influences others to deliver customer service excellence. May troubleshoot highly sensitive or confidential issues. Personally ensures problem resolution. Identifies barriers to effective customer service and sets customer service standards. Establishes a customer feedback system and holds self-accountable for customer service excellence within the department.
Tasks are multiple and diverse with some interrelationship across processes. Work requires the direct application of a variety of procedures, policies and/or precedents.
Work is normally performed in a typical interior work environment which does not subject the employee to any hazardous or unpleasant elements.
This job description does not list all the duties of the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks and functions listed in this job description. The employer has the right to revise this job description at any time. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.
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 More
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 More
Holidays 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 More
Our salaries are competitive — rewarding your experiences, contributions, and hard work. We also have a 401K plan which provides a matching contribution.Learn More
We offer several medical benefits plans and options to choose from including dental, vision, disability and life insurance, dependent care and flexible spending.Learn More
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.Learn More
Summary The Document Coordinator is responsible for obtaining, performing a comprehensive review, filing and updating the system for various documents. Essential Job Functions may include: …
Summary The Quality Assurance Representative is responsible for the monitoring of phone calls for various departments in order to ensure compliance with federal laws and company/departmental procedures, as well as …
Summary The Customer Advocate is responsible for processing loan applications in compliance with mortgage lending and applicable investor guidelines. Performs duties such as …
The Senior Loan Officer is a customer focused, inside sales position within the Call Center. Will be responsible for both in-bound and out-bound calls through marketing campaigns. Will conduct the initial pre-qualification phone screen, and prep…
Summary The Loan Officer is a customer focused, inside sales position within the Call Center. This position will be responsible for both in-bound and out-bound calls through marketing campaigns. The Loan Advi…
The Call Center Sales Manager is responsible for overseeing the daily operations. This person will be responsible for ensuring the department run efficiently while achieving and maintaining all established departmental goals. Achieves client ser…
Summary The Customer Support Specialist serves as a Point of Contact Agent, they are an information link between the customer and the business line. The overall purpose of this position is to engage the customer in…
The Assoc. Director Sales for the Call Center is responsible for overseeing the daily operations. This person will be responsible for ensuring the department runs efficiently while achieving and maintaining all established departmental goals. …
The B.A.S.E. Camp training program is an entry level career path designed to develop certified Call Center Sales trainers. B.A.S.E. Camp will provide participants an understanding of the mortgage industry, help them learn how to design cur…