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Supervisor, Verbal Complaint – Call Center
Freedom Mortgage. Manage verbal customer escalations and complaints with empathy, confidence, and professionalism.
About the role
Key responsibilities & impact- 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.
Requirements
What you’ll need- Excellent verbal communication and phone presence.
- Strong conflict resolution, problem-solving, and decision-making skills.
- Ability to remain calm, patient, and professional in difficult conversations.
- Strong attention to detail and ability to document accurately and thoroughly.
- Comfortable navigating multiple systems while speaking with customers.
- Ability to maintain confidentiality and handle sensitive information appropriately.
- Proficient with standard computer applications and case management or CRM systems.
- High school diploma or equivalent required; associate or bachelor’s degree preferred.
- Previous experience (5 years) in a call center, customer service, complaints, escalations, or dispute resolution role preferred.
Benefits
Comp & perks- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
conflict resolutionproblem-solvingdecision-makingdocumentationcustomer serviceescalationsdispute resolutioncase managementCRM systems
Soft Skills
verbal communicationempathyprofessionalismcalmnesspatienceattention to detailconfidentialitycollaborationcomposure