Freedom Mortgage SPOC, Supervisor in Jacksonville, Florida

SPOC, Supervisor

  • Job ID:1916

  • Functional Area:Servicing

  • Employment Type:Full Time

  • Location:Jacksonville, FL

  • Department:SPOC team

  • Relocation Provided:No

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Position Description:


The Customer Care Supervisor is responsible for the oversight and management of customer service/customer care including but not limited to; call center, web services and refinance opportunities.

Essential Job Functions:

  • 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 skip tracing

  • 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

  • Experience working as a Manager, Supervisor, or Team Lead in a call center atmosphere

  • Ability to coach and develop representatives

  • Ability to lead a team to reach performance objectives and goals

  • Exceptional interpersonal skills

  • Availability to work occasional Saturdays

  • Proficiency in the use of software applications, databases, spreadsheets, and/or word processing required

  • Detail oriented

  • Experience and/or knowledge of the mortgage industry preferred but not required

Education and/or Experience:

GED/High School requiredAssociate's degree (A.A.) or equivalent from two-year College or Technical School; or one year to two years related experience and/or training; or equivalent combination of education and experience.

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