Supervisor, Servicing

Description

Summary
The Correspondence and Research Supervisor is responsible for the oversight and management of Correspondence and Research including but not limited to: borrower written correspondence, borrower statements/letters, credit bureau reporting, credit disputes and research. 

Essential Job Functions: 

• Assist in the management of processing all aspects of borrower incoming and outgoing correspondence
• Assist in the management of research processes for Customer Care Department
• Assist in the management of processing all incoming Servicing inquiries from internal Freedom Mortgage employees
• Experience in written communication
• Assist in the management of credit bureau reporting and disputes
• Accurately assesses strengths and development needs of employees including timely and specific feedback and performance management
• Develops and implements effective policies and procedures to ensure timely, accurate, cost effective and excellent service to our customers
• Delivers Superior Customer Service and leads a team that delivers superior service to the customer
• Negotiates solutions and acts as a liaison with internal and external customers when necessary
• Identifies and analyzes escalated problems and provides guidance to team members for resolution

Other Related Duties:
Performs other related duties as assigned.

Qualifications:
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations made to enable individuals with disabilities to perform the essential functions of the job.

Writing Skills:
Experience in written communication, including, but not limited to customer correspondence and internal communications.

Education and/or Experience:

• Bachelor’s Degree from a Four (4) year College or University preferred
• 1-2 years supervisory experience preferred
• 3+ years related experience   
• Mortgage Servicing experience preferred  

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