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Supervisor, Escalations

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Description

  Soar With Us

Flying ahead of the flock for over 30 years, we at Freedom Mortgage have taken millions of Americans under our wing and helped them achieve their dreams of financial betterment and homeownership. This is only possible through our vast knowledge base and broad capabilities, and it’s demonstrated by our winning trajectory.

If you are…

  • A strong leader. You’ll bring colleagues together, keeping them motivated, connected, and well-resourced.
  • Passionate about customer care. You’ll develop and implement effective policies and procedures to ensure timely, accurate, cost effective, and excellent service to customers.
  • A strong communicator. You can listen, understand, and engage with colleagues, customers, and other agencies with confidence and expertise.
  • A skillful multitasker. You’ll train and manage staff while ensuring your knowledge of our services is incredibly sharp and keep an eye on operational requirements… sometimes all in a single day.
  • In the know. You’re an expert in your field with no problem planning, directing, and supervising workflow for all aspects of customer contact processes.

… then you belong in the Freedom family.

The Vacancy: Customer Satisfaction Ambassador Supervisor

We are looking for an exceptional Customer Satisfaction Ambassador Supervisor to join our team. Our perfect candidate is empathetic, firm, and a great problem-solver. You must be able to manage the daily operations of the Call Center, while building a strong and successful team. Your positive, realistic, and determined approach will help you forge ahead, ensuring smooth workflow and the achievement of first-class customer care.

What does the job look like?

As a Customer Satisfaction Ambassador Supervisor, your daily duties may include...

  • Assisting in managing all aspects of customer contact processes, including the Call Center.
  • Overseeing the borrower website experience.
  • Managing daily operations of the Call Center to ensure smooth workflow and achieve predetermined goals.
  • Building an effective and strong team committed to delivering world-class customer care and achieving organizational goals.
  • Accurately assessing the strengths and developmental needs of your team, including giving feedback and performance management.
  • Identifying and analyzing escalated problems and providing guidance to your team members for resolution.
  • Negotiating solutions and acting as a liaison with internal and external customers.
  • Monitoring all production and control reporting to ensure agent, team, and site expectations are met in an effort to comply with all SLA’s.

Education

  • Associates degree or equivalent from a 2-year College or University OR 1-2 years of experience and/or training or equivalent combination of education and experience

If you invest your drive and commitment with us, you’ll realize an incredible return, in a diverse environment where all staff can grow and flourish. With excellent training and development opportunities available at all levels, a great benefits package, and a talented working family all around you, with Freedom, you’ll enjoy a rewarding, challenging, and exciting career where you can reach incredible new heights.

 

Soar With Us.

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