Customer Resolution Supervisor

About This Role

This role involves managing high-risk and complex customer issues, primarily focusing on resolving disputes and identifying root causes to improve customer satisfaction. The supervisor acts as a customer advocate, ensuring timely resolution of concerns related to FHA, VA, USDA, FNMA, and FMLMC loss mitigation options.

Responsibilities

• Conduct in-depth root cause analyses on high-risk cases to identify and resolve customer issues
• Collaborate with other lines of business and departments to ensure resolution of customer issues
• Take full ownership of high-risk and escalated cases, notifying leadership of potential risks
• Answer inbound, make outbound calls, and respond to customer requests within established timelines
• Provide empathy and understanding to customers, de-escalating potential issues
• Follow up with all necessary parties to ensure call resolution
• Assure all regulatory requirements are met concerning customer interaction
• Maintain confidentiality of customer's nonpublic information
• Build customer relationships by actively listening and resolving complaints quickly, efficiently, and accurately

Requirements

• Subject Matter Expert (SME) experienced in FHA, VA, USDA, FNMA, and FMLMC loss mitigation options, SPOC and Escrow requirements
• Professional level of competency in servicing state requirements and federal guidelines
• Deep operational knowledge
• Strong problem-solving and critical thinking skills
• Experience in handling complex customer issues
• Excellent communication and negotiation skills
• Proficiency with software applications and databases, especially Microsoft Excel
• Ability to work under pressure on tight deadlines and independently

Qualifications

• High School Degree and Five (5) years of experience or equivalent combination of education and experience. Bachelor’s Degree from a Four (4) year College or University or equivalent combination of education and experience and Five (5) to Eight (8) years of experience preferred.
• 5+ years of experience in managing high-risk loans and complex customer issues, or 5-8 years of experience with a Bachelor's degree

Skills

* Required skills