Freedom Mortgage

Research Analyst

• Review credit reporting exception reports from internal sources or credit agencies
• Document research and findings and implement account- or process-level corrections
• Provide internal quality control for the Correspondence & Research department
• Recommend additional controls based on observed deficiencies
• Coordinate updates to processes, procedures, and job aids
• Research account exceptions identified through quality-control reviews, examinations, and audits
• Provide documentation to refute observations or identify root causes and corrective actions
• Review selected account populations for adherence to established standards and timeframes
• Facilitate departmental regression testing for scheduled system enhancements
• Assist with acquisitions and sales activities as directed
• Implement changes to Fiserv scripts to improve the end-user experience
• Accumulate, categorize, and track customer service issues
• Identify root causes and corrective actions at account and process levels
• Maintain regular and punctual attendance
• Perform other related duties as assigned

Analyst, Research Business Consultant II

Claim Processor

• Accurately and timely processing to the servicing system daily
• Low to High Level data entry of all claim payments accurately, either manually or via scripts to the servicing system
• Accurate posting of funds from various government agencies
• Collaborating with internal teams for reconciliation
• Pulling WEBFocus reports, updating volume tracking for FHA, FNMA, FHLMC, VA, USDA, REO, and PC funds
• Tracking and reconciling reversal spreadsheets for outgoing and returned funds
• Requesting wires to move funds to differing internal and external bank accounts
• Monitoring ST Packages and ICF mailboxes; resolving escalations
• Working daily and monthly unapplied reports for the 3H, 3T, and 2A buckets

Treasury Processor I – Incoming Claim Funds

Supervisor

• Conduct in-depth root cause analyses on High-Risk cases to identify & resolve customer issue(s)
• Work with other lines of business and collaborate across departments to resolve customer issues
• Take full ownership of high-risk and escalated cases, notifying leadership of potential risks and ways to mitigate future issues
• Answer inbound, make outbound calls, and respond to customer requests within established timelines
• Provide empathy and understanding to customers
• Follow up with necessary parties to close out calls and ensure resolution
• Responsible for assuring all regulatory requirements are met concerning customer interaction
• Build customer relationships by actively listening and resolving complaints

Customer Resolution Supervisor

Claims Specialist

• The Specialist, FHA Claims is responsible for the filing of all FHA Part B claims and all non-conveyance claims including CWCOT (Claims without Conveyance of Title), SFLS (Single Family Loan Sale) claims and all Loss Mitigation claims including PFS (Pre-Foreclosure Sale) Claims, Partial Claims, SFB (Special Forbearance) incentive claims, Loan Modification incentive claims and HAMP claims.
• Follow up on all claim payments, title package submission to HUD and monitoring for approval or extension as needed within investor/insurer timeframes.
• Monitor attorney firms to ensure that all title packages are submitted timely or ensure extension to HUD is requested as needed within investor/insurer timeframes.
• File all Part B expense claims within insurer/investor timeframes.
• File all non-conveyance claims including CWCOT, SFLS and loss mitigation claims within investor/insurer timeframes.
• Follow-up on all outstanding claim proceeds daily/weekly.
• Resolve all exceptions on suspended claim funds.
• Monitor daily reports and queues to ensure timely processing.
• Inform Manager of all trends and issues including FHA claim curtailments, loss mitigation denials.
• Plan and schedule work to perform effectively and efficiently to reduce costs by improving methods and processes.
• Comply with instructions provided by Manager and renegotiate deadlines if necessary.
• Maintain regular and punctual attendance.
• Perform other related duties as assigned.

Mortgage Claims Specialist – FHA

Business Analyst

• Support Servicing Treasury processes through testing, documentation, procedure development, scripting, and automation initiatives.
• Perform quality control (QC) reviews across team outputs to ensure accuracy, completeness, and adherence to established standards and controls.
• Monitor Servicing Treasury workflows to ensure compliance with internal controls, company policies, and investor/insurer guidelines, including issue identification, escalation, and resolution.
• Identify process risks, inefficiencies, and control gaps; partner with stakeholders to design and implement sustainable solutions.
• Serve as a project coordinator/manager for Servicing Treasury initiatives, including planning, tracking milestones, managing deliverables, and driving timely execution.
• Partner with Change Management and IT to support system enhancements, process improvements, and implementation efforts.
• Support audit readiness and audit automation through documentation, data analysis, and QC validation.
• Build and maintain strong cross-functional relationships; serve as a primary point of contact for Servicing Treasury inquiries and issue resolution.
• Drive continuous improvement by streamlining processes, enhancing reporting accuracy, and improving overall operational efficiency, quality, and consistency.
• Comply with all company policies and procedures. Maintain regular and punctual attendance.

Business Analyst – Servicing Treasury

Analyst

• Complete QC reviews of finalized loss analysis to safeguard Freedom’s assets and ensure compliance with insurer requirements
• Manage incoming volumes ensuring even distribution to team members
• Present regulatory changes to team leadership and provide assessment of team impacts
• First level escalation point for team case issues and rebut insurer curtailments for all government insured filed claims, including conveyance, claims for advances, loss mitigation and non-conveyance claims
• Quality Control review for completed loss analysis reviews including supplemental claims to reduce loss exposure and ensure Freedom recovers all government insurance benefits
• Design and prepare reporting to team leadership on volumes, analyst portfolio flows and SLA compliance
• Assist in compiling claims data for government claims audits, in addition reviewing auditor’s findings and providing rebuttal responses
• Oversee monthly write offs of remaining balances once all claims and supplemental funds received on an account
• Act as a subject matter expert to the Loss Analysis department to ensure compliance on all claims filings
• Assist team leadership in designing and testing new technology solutions
• 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

Senior Analyst, Loss Analysis

Administration

• Administrating the daily functions of the Special Loans Portfolio including SCRA, ARM, Buydowns, Balloons, and Partial Release loans
• Reviews and processes requests for SCRA initial and continued eligibility
• Review and validate ARM data on servicing platform for accuracy
• Completes daily, weekly, monthly ARM indexes
• Review initial request for partial release and act as a liaison between the customer and internal counsel
• Perform loan level maintenance as needed on special loan functions
• Provide exceptional customer service to both internal and external customers

Administrator, Special Loans – Partial Release

• Responsible for filing all FHA Part B claims and non-conveyance claims including CWCOT, SFLS, and Loss Mitigation claims
• Follow up on all claim payments and title package submission to HUD
• Monitor attorney firms to ensure timely submission of title packages
• File all Part B expense claims within insurer/investor timeframes
• Work to resolve exceptions on suspended claim funds
• Monitor daily reports and queues
• Keep Manager informed of trends and issues related to FHA claims
• Schedule work effectively to reduce costs
• Comply with instructions provided by Manager accurately and timely
• Maintain regular and punctual attendance