Freedom Mortgage

Call Center Representative

• Support FMC’s Call Center operations
• Provide exceptional service to customers
• Answering inbound and making outbound calls
• Responding to customer requests within set timeframes
• Delivering an exceptional quality of service
• Providing information and assistance with loan information
• Adhering to schedules and meeting deadlines
• Working as part of a dedicated team
• Building positive relationships with customers
• Maintain regular and punctual attendance

Customer Success Agent – Call Center Representative

Analyst

• The Analyst will provide claims loss analysis reports weekly, monthly or as determined by management.
• Complete loss analysis reviews to safeguard the servicer’s assets and insure compliance with insurer requirements
• Analyze and rebut insurer curtailments for all government insured filed claims, including but not limited to conveyance, claims for advances, loss mitigation and non conveyance claims
• Quality Control review for Default Claims, including supplemental claims to reduce loss exposure and provide loss analysis reports
• Assist in compiling claims data for government claims audits, in addition reviewing auditors' findings and providing rebuttal responses
• Complete monthly write offs of remaining balances once all claims and supplemental funds received on an account
• Act as a subject matter expert to the claims department to insure compliance on all claims filings
• Correspond with vendors and site employees
• Act as a point of contact/liaison, ensuring that policies and procedures relating to invoicing and remittance are followed, including compliance with federal laws and regulations
• Demonstrates professional behavior and teamwork, is punctual, dependable and adheres to Company policies and procedures
• Maintain regular and punctual attendance.

FHA Loss Analyst

Program Manager

• Initiates, plans and executes IT programs
• Provides leadership, vision and direction to business initiatives
• Directs assigned programs throughout the project life cycle
• Measures and monitors program progress and health
• Leads project owners of different work streams to ensure overall program goals are met
• Develops and provides program status to project members and stakeholders
• Negotiates project plans, time frames, and trade-offs with Business Partners
• Develops, analyzes and manages multiple project plans and appropriate documentation
• Coordinates with Business Partners, Analysts, Developers, and Vendors to define requirements
• Follows IT Software Development Life Cycle policies and procedures
• Works with DDO director in improving project disciplines across the organization

• Manage verbal customer escalations and complaints with empathy, confidence, and professionalism.
• De-escalate challenging calls and resolve customer concerns.
• Accurately document all interactions, findings, and outcomes in internal systems.
• Handle inbound/outbound escalated calls from customers regarding complaints, service concerns, and complex issues.
• Investigate customer concerns thoroughly and gather all relevant facts before determining next steps.
• Provide clear, accurate, and timely resolutions aligned with company policies.
• Maintain composure and professionalism during high-stress or emotionally charged interactions.
• Identify trends or recurring issues and escalate cases internally when additional review or support is needed.
• Collaborate with internal departments and leadership to resolve customer concerns efficiently.
• Follow all compliance, quality assurance, and documentation standards.

Supervisor, Verbal Complaint – Call Center

• Contributing to the decision-making process and providing in-depth analysis on new and existing customers.
• Demonstrating an expert level understanding of job responsibilities in accordance with written guidelines.
• Assisting in maintaining customer records for adequate and current information and documentation sufficient to properly evaluate the eligibility of existing and prospective clients.
• Identifying and evaluating risk factors and making necessary recommendations to management.
• Providing support to the national sales team, working closely with multiple account executives to assist in the approval and renewal process.
• Acting as the central point of contact for various departments regarding time sensitive matters involving licensing and compliance.
• Performing additional job-related duties as assigned or required.

Analyst, Client

Attorney

• Work directly with the Foreclosure Attorney Network and the Foreclosure (FCL) Milestone Teams
• Ensure all investor/insurer requirements are completed accurately and timely from first legal through foreclosure sale
• Identify and conduct review of past standard timelines on a loan level basis and address inefficiencies
• Act as the Single Point of Contact for the Attorney on foreclosure related matters
• Review reports for out of standard or approaching timelines and address inefficiencies
• Coordinate and conduct working sessions and conference calls with the Attorney Network
• Perform internal QC audit responses associated with overall timeline and ensuring compliance requirements are met

Regional Foreclosure Attorney

• The Title Analyst III – Servicing Operations Support is responsible for filing loan policy insurance claims against title issues as recommended by legal counsel or determined upon examination of title reports.
• Responsible for managing escalated Title issues on loans where the company has retained outside counsel.
• Facilitate communication with attorneys and underwriters.
• Assist management with monthly reporting, special projects, and documentation of department processes and procedures.
• Aid peers with review and analysis of complex title issues to determine steps for resolution.
• Maintain portfolio of complex title issues and detailed records of claim resolution or settlement.

Analyst, Title Services III

Business Analyst

• Managing third party vendor relationships
• Negotiating terms and ensuring vendors meet quality, compliance and performance standards
• Driving cost savings and operational efficiency
• Coordinating with internal teams to streamline the procurement process
• Managing the renewal of vendor contracts
• Addressing and resolving issues or conflicts that arise in vendor relationships
• Maintaining a portfolio of vendors

Vendor Management Analyst I

Marketing

• Produce engaging, mobile-friendly content within Salesforce Marketing Cloud (SFMC) using Content Builder.
• Maintain an organized email calendar to ensure timely execution of campaigns.
• Optimize design and layout of emails according to email industry standards and best practices.
• Regularly participate in ideation and reporting sessions with cross-functional teams for ongoing campaign planning and optimization.
• Partner with the Marketing Execution Manager for more advanced journey orchestration, logic design, and troubleshooting.
• Work closely with the FM Product Strategy Team to align campaign activations with overarching business goals.
• Collaborate with the data team to troubleshoot any journey issues and ensure data integrations.
• Conduct quality assurance checks to ensure campaign accuracy and optimal user experience prior to deployment.
• Analyze campaign performance, including opens, clicks, and conversion metrics, and recommend adjustments to enhance results.
• Produce reports to communicate key campaign insights and optimizations.
• Assist in both ongoing BAU campaigns as well as new and ad-hoc campaign requests, responding quickly to business needs.
• Stay current on email marketing trends, SFMC capabilities, and best practices to enhance campaign effectiveness.

Marketing Specialist

• Execute ongoing marketing initiatives across various functional areas
• Lead and contribute to cross-functional projects and marketing campaigns
• Influence the development, execution, and optimization of marketing strategies
• Partner with internal stakeholders to plan and execute marketing operations
• Participate in structured training, professional development sessions, and networking opportunities
• Successfully complete NMLS S.A.F.E. training and obtain required certification
• Pursue and complete additional marketing certifications
• Attend HYPE Program events and participate in networking opportunities
• Demonstrate adaptability, accountability, and continuous learning throughout the program
• Maintain regular and punctual attendance

Training Program Manager – Marketing Specialist

• Support FMC’s Call Center operations
• Provide exceptional service to our customers
• Answer inbound and make outbound calls
• Respond to customer requests within set timeframes
• Deliver an exceptional quality of service to every customer
• Provide information and knowledgeable assistance by pulling up loan information
• Adhere to schedules, multitask, and meet deadlines
• Work as part of a dedicated team to explain policies and procedures
• Build positive and pleasant relationships with customers

Bilingual Customer Success Agent – Spanish/English

Manager

• Responsible for ensuring that all acquisitions are completed with investor/PSA requirements.
• Responsible for ensuring all acquisitions comply with all the complex, very large loan data and reporting requirements outlined in the signed Servicing Transfer Instructions to board Freedom’s Servicing System of Record.
• Responsible for ensuring compliance with RESPA, CFPB and Agencies Guidelines when acquisitions board to Freedom System of Record and limit risk exposure to Freedom.
• Responsible to ensure all agency submission requests directly to FNMA/FHLMC/GNMA on behalf of Freedom Mortgage comply with terms of the Sale agreements and Agency requirements preventing the denial of an acquisition for Freedom Mortgage or negative financial implications.
• Ability to analyze and negotiate requirements of Purchase and Sales Agreements, Servicing Transfer Instructions and Letters of Intent to ensure Sellers can meet Freedom’s requirements within the Servicing Operational parameters and Compliance objectives.
• Oversee the maintenance of key transfer documents to include but not limited to, Servicing Due Diligence Questionnaire, Servicing Transfer Instructions and Data Reporting to ensure all necessary Servicing Lines of business requirements and timelines are met for each acquisition.
• Responsible for ensuring control reports, and reconciliations are completed accurately and timely to ensure all funds due to Freedom have been received and in compliance with Servicing Transfer Instructions and requirements.
• Create task plans and action items for tracking projects, timelines adherence and completion of the projects.
• Responsible for maintaining the Servicing Transfer Instructions and Questionnaire with any new Agency or line of business requirements.
• Develop and maintain department policies and procedures.
• Responsible for escalating matters in accordance with company policy.
• Comply with all company policies and procedures.

Manager, Bulk Acquisitions

Operations

• Analyze business operations and system data to identify trends, risks, and opportunities for process improvements
• Develop and maintain reporting solutions using data warehouse platforms such as Snowflake
• Write and maintain SQL queries and stored procedures to extract, transform, and validate data from multiple operational systems
• Partner with business stakeholders to gather reporting and analytics requirements
• Create dashboards and reports using visualization tools such as Tableau or similar BI tools
• Validate and reconcile data across systems to ensure accuracy and consistency of reporting
• Identify and troubleshoot data discrepancies including missing or inaccurate data
• Support business initiatives by translating business needs into technical reporting and analytics solutions
• Communicate findings and insights to cross-functional teams and leadership through presentations and reports
• Collaborate with technology and data teams to improve data quality and reporting infrastructure

Senior Business Analyst – Servicing Operations

• Responsible for Bulk and Flow Mortgage Servicing Loan transfers from various Mortgage Banking Institutions
• Assist with the oversight of the daily operations of the mortgage servicing transfers
• Coordinate pre and post transfer activities between Seller, Freedom Mortgage, Document Custodian, and Sub Servicer
• Facilitate conference calls pre and post transfer
• Update and maintain key transfer documents
• Monitor transfer tasks closely to ensure all timelines are met and update task tracker accordingly
• Assist with Pre-Post transfer reconciliations
• Be prepared to conduct site visits to assist with Due Diligence reviews as necessary
• Tracking Mortgage Documents as it relates to contractual hold backs
• Prepare and distribute executive summaries to internal partners on key attributes relative to Transfer
• Maintain strong relationships with internal and external partners