Customer Resolution Supervisor

Job Summary

Managing high-risk loans and complex customer issues, the full-time Customer Resolution Supervisor will address customer disputes, resolve concerns in a timely manner, and act as a Subject Matter Expert in loss mitigation options while working remotely.

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 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
• Proficiency in Microsoft Excel and relevant software applications
• Strong problem-solving and critical thinking skills