Customer Resolution Supervisor

Job Summary

Managing high-risk loans and complex customer issues, the full-time Customer Resolution Supervisor will resolve customer disputes, collaborate across departments, and advocate for customer needs in a remote environment.

Key responsibilities:

• Conduct in-depth root cause analyses on high-risk cases to identify and resolve customer issues
• Collaborate with other departments to ensure comprehensive resolution of customer concerns
• Take ownership of escalated cases, notifying leadership of potential risks and mitigation strategies

Required qualifications:

• High School Degree with five years of experience, or a Bachelor's Degree with five to eight years of experience preferred
• Deep operational knowledge of FHA, VA, USDA, FNMA, and FMLMC loss mitigation options
• Experience in handling complex customer issues with strong problem-solving skills
• Proficiency in Microsoft Excel and familiarity with mortgage servicing software
• Ability to work under pressure and independently while fostering positive teamwork