Freedom Mortgage Collections Supervisor in Fort Washington, Pennsylvania
Employment Type:Full Time
Location:Fort Washington, PA
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Assist in the management of all aspects of customer contact processes including customer service, collections and loss mitigation.
Assists in the management of the Call Center including calling outbound strategy, IVR routing and enforcing workforce management strategies
Helps oversee the borrower website experience.
Manages day to day operations of the call center area to ensure smooth work flow and to achieve predetermined goals.
Builds effective and strong team committed to delivering world class customer care and achieving organizational goals.
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.
Identifies and analyzes escalated problems and provide guidance to team members for resolution.
Negotiates solutions and acts as a liaison with internal and external customers when necessary.
Participate in interviewing and hiring of talent
Deliver disciplinary and corrective actions as necessary
Ability to work varied shifts ranging from 8am to 8pm (EST)
2+ years previous leadership experience in a call center atmosphere
5+ years previous experience in Call Center/Servicing environment
Ability to coach and develop representatives
Ability to lead a team to reach performance objectives and goals
Exceptional interpersonal and motivational skills
Experience in Skip Tracing
Strong Negotiation and Verbal Communication Skills
Availability to work weekends
Proficiency in the use of software applications, databases, spreadsheets, and/or word processing required
Understanding of workforce management platforms, methods, and strategies
Experience and/or knowledge of the mortgage default industry preferred but not required
Ability to read and interpret legal and financial documents
Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
Must be well versed with FDCPA guidelines and other regulations pertaining to debt collections.
Mathematical Skills: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Reasoning and Critical Thinking Ability
High School / GED required; Associates Degree or Equivalent from a 2 year college or technical school preferred
Freedom Mortgage is a privately held, full-service residential mortgage lender licensed in all 50 states, Washington D.C., Puerto Rico and the Virgin Islands. We are one of the largest and fastest-growing privately held mortgage companies in the country, as well as the #7 lender in the nation. Freedom Mortgage currently services more than $100 billion, and we are a top VA and FHA lender. And we are continuing to grow! Freedom Mortgage is again on the Inc. 5000 list of the nation’s fastest growing private firms. This year we ranked #1842; our revenue ranks as the largest in the state of NJ and largest nationwide in the category of Financial Services in 2017.
Freedom Mortgage has over 5300 employees and offices nationwide. Locations include suburban Philadelphia (multiple sites in Southern New Jersey and Fort Washington, PA) and Fishers, IN, two regions where we were named Top Workplaces. We also have large operating centers in Melville, NY; Orlando, FL; San Diego, CA; San Dimas, CA; and Tempe, AZ.
Freedom Mortgage team members enjoy our total rewards program, including excellent benefits, perks, business casual dress, rewards programs, training, development and career opportunities. Community spirit is one of our shared values and Team Freedom Cares is our philanthropic arm helping us get involved in the communities in which we operate. Learn more about us and apply!
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