The Vice President – Custom Care is responsible for supporting the SVP of customer service and and management of customer service/customer care including but not limited to: Call center, web services, borrower written correspondence, montly statements, payment processing/Lockbox, Credit Reporting, CFPB compliance, Ancillary products, SCRA process, Year end statement 1098, and refinance opportunities.
Essential Job Functions:
• Manages all aspects of the customer experience and customer services processes.
• Handles and manages Call Center and borrower written correspondence including calling outbound strategy.
• Oversees the SCRA process, Monthly statements, and payment processing.
• Handles Credit reporting, CFPB compliance, year end statement 1098 and monthly statements.
O ther Related Duties:
Performs other related duties as assigned.
Supervisory Responsibilities :
Manages staff and carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Education and/or Experience:
Bachelors Degree (B.A.) from a four-year College or University; or one to two years related experience and/or training; or equivalent combination of education and experience.
Mortgage Servicing experience required; Call Center experience preferred.
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
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