Customer Resolution Supervisor

Freedom Mortgage

Customer Resolution Supervisor managing high-risk loans and complex customer issues at Freedom Mortgage. Resolving disputes quickly and identifying root cause to improve customer satisfaction.

Posted 7/23/2026full-timeRemote • California • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong problem-solving and critical thinking skills while effectively managing high-risk customer cases. Proficient in building customer relationships and ensuring compliance with regulatory requirements.

Highest-signal resume keywords

Root Cause AnalysisCustomer Relationship ManagementRegulatory ComplianceMicrosoft Excel ProficiencyProblem-Solving Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Root Cause AnalysisOperational KnowledgeProblem-SolvingCritical ThinkingAttention to Detail

Soft Skills

EmpathyActive ListeningCommunication SkillsNegotiation Skills

Tools & Technologies

Software ApplicationsDatabases

Industry Keywords

High-Risk CasesCustomer InteractionEscalated Cases

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

High School Degree and Five (5) years of experience or equivalent combination of education and experience
Bachelor’s Degree from a Four (4) year College or University or equivalent combination of education and experience and Five (5) to Eight (8) years of experience preferred
Deep operational knowledge
Strong problem-solving and critical thinking skills, with an attention to detail
Excellent communication & negotiation skills
Proficiency with software applications and databases with a strong knowledge in Microsoft Excel

Benefits

Comp & perks

Health insurance
401(k)
Paid time off