Supervisor, Customer Resolution

Summary: The Customer Resolution Supervisor will be responsible for managing high-risk loans and complex customer issues. This will include addressing customer disputes & concerns and resolving them in a timely manner. The Supervisor must be a Subject Matter Expert (SME) experienced in FHA, VA, USDA, FNMA, and FMLMC loss mitigation options, SPOC and Escrow requirements. Must effectively demonstrate a professional level of competency in servicing state requirements and federal guidelines. The ultimate goal of the Customer Resolution Supervisor is to be an advocate for the customer, resolve customer dispute/concerns quickly and identify underlying root cause issues to reduce customer complaints. Essential Job Duties and Responsibilities: Conduct in-dept root cause analyses on High-Risk cases to identify & resolve customer issue(s). Work with other lines of business and collaborate across departments to ensure that all necessary steps are taken to resolve customer issues. Take full ownership of high-risk and escalated cases to resolve escalated issues, including notifying leadership of potential risks and ways to mitigate future issues. Answer inbound, make outbound calls, and respond to customer requests within established timelines to maintain service level expectations and deliver quality service to customers. Provide empathy and understanding to customers that call in with issues or complaints. Work to deescalate potential issues and prevent negative outcomes. Follow