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Freedom Mortgage Escalations Supervisor in Beaverton, Oregon

Escalations Supervisor

  • Job ID:8609

  • Functional Area:Servicing

  • Employment Type:Full Time

  • Location:Beaverton, OR

  • Department:Customer Experience

  • Relocation Provided:No

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Position Description:

The Escalations Supervisor is responsible for the oversight and management of the escalations process for customer experience including but not limited to: Call center, Correspondence and Research, Web services, Correspondent lending, and originations.

Essential Job Functions:

  • Assist in the management of all aspects of customer escalations contact processes including customer service, collections and loss mitigation.

  • Identifying, analyzing, and initiating the escalation process in an organization based on the escalation criteria specified by the organization

  • Assuring the team's availability if the problem arises during the monitoring period, closing the escalation process once the monitoring period is completed successfully, and ensuring customer satisfaction before closing the escalation

  • Manage Customer feedback survey results and follow up as required

  • Establish relationship with inter-departments to resolve escalations in a timely manner

  • Establish correct expectations, enforce relief and resolve through effective communication.

  • Evaluate escalation performance metrics.

  • Helps oversee the borrower customer 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.

Other Related Duties:

  • Performs other related duties as assigned.

Supervisory Responsibilities:

Manages customer satisfaction ambassador staff and carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.


To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Education and/or Experience:High school diploma or GED required

Associate'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.#CB#LI-KB1

Founded in Mount Laurel, NJ in 1990, Freedom Mortgage has since grown into one of the largest and fastest-growing privately owned full-service residential lenders in the USA. Licensed in all 50 states, Washington D.C., Puerto Rico and the Virgin Islands, Freedom Mortgage has over 5000 employees nationwide, proudly servicing $225.6 billion, and is still growing.

Our mission is to foster homeownership in America. Freedom is a leader in VA mortgage lending and is one of the mortgage industry’s largest philanthropic supporters of the USO and military families through its Team Freedom Cares philanthropic arm.

Locations include suburban Philadelphia and Fishers, IN, two regions where we were named Top Workplaces. We also have large operating centers countrywide, including these desirable markets: Beaverton , OR; Boca Raton, FL; Columbia, MD; Jacksonville, FL; Melville, NY; Plano, TX; San Dimas, CA; Tempe, AZ; Troy, MI and Woodbridge, VA.

If you seek a sense of community, top training, opportunity for advancement, a comprehensive benefits package and reward and recognition program, look no further.

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