Customer Resolution Supervisor

Job Summary

Managing high-risk loans and complex customer issues, the full-time Customer Resolution Supervisor will address customer disputes and concerns while serving as a Subject Matter Expert in loss mitigation options and federal guidelines, all within a remote work environment.

Key responsibilities

• Conduct in-depth root cause analyses on high-risk cases to identify and resolve customer issues
• Collaborate across departments to ensure comprehensive resolution of customer issues
• Take ownership of escalated cases and communicate potential risks to leadership

Required qualifications

• High School Degree with five years of experience, or Bachelor's Degree with five to eight years of experience preferred
• Deep operational knowledge of the mortgage industry and loss mitigation options
• Experience in handling complex customer issues effectively
• Proficiency in Microsoft Excel and other relevant software applications
• Strong problem-solving and critical thinking skills