Teams at Freedom Mortgage

Process customer care tasks for mortgage servicing including fulfilling loan document requests, handling incoming/returned mail, third-party authorizations, mortgage verifications, payoff statements, ACH processing, name/address/system updates, and responding to written correspondence.

Manage daily operations of a mortgage sales team: coach and train Loan Advisors, monitor KPIs and pipeline quality, enforce QA/compliance, handle escalations, and support company training initiatives while meeting departmental goals. Requires flexible hours including some evenings and Saturdays.

Manage and resolve high-risk loan and complex customer disputes by performing root-cause analyses, coordinating across departments, handling escalations, and ensuring regulatory compliance. Provide empathetic customer service via inbound/outbound calls, maintain confidentiality, document resolutions, and recommend process improvements to reduce future complaints.