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Freedom Mortgage Customer Satisfaction Ambassador in Fishers, Indiana

Customer Satisfaction Ambassador

  • Job ID:8189

  • Functional Area:Servicing

  • Employment Type:Full Time

  • Location:Fishers, IN

  • Department:Customer Experience

  • Relocation Provided:No

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Position Description:

Summary

The Escalations Specialist is responsible for assisting Freedom’s customers to address disputes or concerns; resolve them in a timely manner, and to ensure the customer’s satisfaction. This will include helping in a call center capacity in customer service and collections. The ultimate goal of the Specialist is to be an advocate for the customer to resolve any issues they may have. Essential Job Functions:

  • Man the escalation and help lines to assist Customer Care Representatives with escalated issues or questions.

  • Provide empathy and understanding to customers that call in with issues or complaints. Work to deescalate potential issues and prevent negative outcomes.

  • Work with call center management to resolve escalated issues. Notify leadership of potential risks to mitigate future issues.

  • Work with other lines of business, and collaborate across boundaries to ensure that all necessary steps are taken to resolve customer issues.

  • Answer inbound and make outbound calls, from the Customer Care Call Center, and respond to customer requests within established timelines in order to maintain service level expectations and deliver quality service to customers.

  • Follow up with all necessary parties to close out calls and to ensure resolution.

  • Responsible for assuring all regulatory requirements are met concerning customer interaction by explaining policies and procedures courteously and patiently.

  • Maintain confidentiality of customer’s nonpublic information.

  • Provide information and knowledgeable assistance regarding mortgage loans by retrieving loan information and provide customers their information quickly and efficiently.

  • Build customer relationships by actively listening and resolving complaints quickly, efficiently and accurately.

  • Provide written and verbal responses to customer inquiries as needed.

  • Calling on customer complaints.

  • Floor coach to supervisor.

  • Calling customer feedback surveys.

  • Assisting Academy Bay Manaers when needed.

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 may be made to enable individuals with disabilities to perform the essential functions of the job.

Education and/or Experience:

High school diploma or GED requiredAssociate's degree (A.A.) or equivalent from two-year College or Technical School; or 1 year or more of related experience and/or training; or equivalent combination of education and experience.#CB#LI-KB1

Founded in Mount Laurel, NJ in 1990, Freedom Mortgage has since grown into one of the largest and fastest-growing privately owned full-service residential lenders in the USA. Licensed in all 50 states, Washington D.C., Puerto Rico and the Virgin Islands, Freedom Mortgage has over 5000 employees nationwide, proudly servicing $225.6 billion, and is still growing.

Our mission is to foster homeownership in America. Freedom is a leader in VA mortgage lending and is one of the mortgage industry’s largest philanthropic supporters of the USO and military families through its Team Freedom Cares philanthropic arm.

Locations include suburban Philadelphia and Fishers, IN, two regions where we were named Top Workplaces. We also have large operating centers countrywide, including these desirable markets: Beaverton , OR; Boca Raton, FL; Columbia, MD; Jacksonville, FL; Melville, NY; Plano, TX; San Dimas, CA; Tempe, AZ; Troy, MI and Woodbridge, VA.

If you seek a sense of community, top training, opportunity for advancement, a comprehensive benefits package and reward and recognition program, look no further.

Freedom Mortgage Corporation is an Equal Opportunity Employer committed to workforce diversity. Qualified applicants will receive consideration without regard to age, race, color, religion, gender, sexual orientation, national origin, or their status as a protected veteran or an individual with disabilities. Local applicants encouraged to apply. Employment contingent upon successful completion of background investigation. Smoke-free workplace. Drug-free work environment. Excellent benefits package including medical, dental, vision and 401(k). All resumes are held in confidence. Only candidates whose profiles closely match requirements will be contacted during this search. LENDER NMLS ID:2767

Equal Opportunity Employer- Minorities/Females/Disabled/Veterans

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