Summary

The Manager, Foreclosure will assist the resolution of escalated Executive level complaints which arrive via the BBB, CFPB, State regulators and direct from the borrower or consumer. Responses will be in writing or verbal depending upon the situation and direct borrower contact will be required.

Essential Job Functions include:

Process all aspects of borrower incoming and outgoing correspondenceResearch the concern/complaint received from the borrower or consumer by interacting with various departments within the organizationAssist with providing written responses either directly to the borrower or consumer, the regulatory agency or the BBB website or CFPB portalDe-escalate unofficial complaints or inquiries that are forwarded to Customer Service for resolution by the organizationAssist the origination and servicing areas as needed to resolve inquiriesExperience with or knowledge ofFamiliarity with Lakewood and FISERV highly desiredMaintain regular and punctual attendance

Other Related Duties:

Performs other related duties as assigned.

Supervisory Responsibilities:

Manages staff and carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Education and/or Experience:

Bachelors Degree from a Four (4) year College or University; or six (6) to eight (8) years related experience and/or training; or equivalent combination of education and experience.

Applicant should have hands on experience in either the loan processing or closing area with a demonstrated knowledge of these functions and their impact on the servicing of the loan or a strong hands on background in the loan servicing areas with special attention to escrow account management and must be able to review and explain an escrow analysis statement. If servicing background only then there must be a general understanding of the loan origination and closing. Applicant must also be able to demonstrate the ability to review a complaint, research and then provide a written response to that complaint

Language Skills:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or government regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations

Reasoning Ability:

Ability to solve practical problems and solve a variety of concrete variables in situations where only limited standardizations exists. Ability to intemperate a variety of instructions furnished in written, oral, diagram, or schedule form.

Customer Service Relationships:

Assesses and diffuses problem situations and requires influencing others to reach consensus. Requires tact and diplomacy to handle difficult customer relationships. Explores alternatives and creative solutions to meeting the needs of customers.

Work Complexity:

Tasks are multiple and diverse with some interrelationship across processes. Work requires the direct application of a variety of procedures, policies and/or precedents.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is frequently required to sit and talk or hear.  The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms.  The employee must occasionally lift and/or move up to 25 pounds.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Equal Employment Opportunity

Freedom Mortgage is committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, sex, marital status, sexual orientation, gender identity or expression, pregnancy, religion, national origin, age (40 and over), disability, military status, genetic information or any other basis protected by applicable federal, state, or local laws.

Americans with Disabilities Act

Applicants as well as employees who are or become disabled must be able to satisfactorily perform the essential job functions of the position either with or without reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall review reasonable accommodations on a case-by-case basis in accordance with applicable law.

Job Responsibilities

The following statements reflect the general duties and responsibilities considered necessary to perform the essential functions of the job and should not be considered as an all-inclusive list of all the work requirements of the position. Freedom Mortgage Corporation may change the specific job duties with or without prior notice based on the needs of the organization.