Supervisor, Customer Resolution (Mortgage)

Location: Remote; role associated with Marlton, New Jersey, United States of America

Company

hirify.global operates in the mortgage servicing and financial services industry.

What you will do

• Manage high-risk loans, complex customer issues, disputes, complaints, and escalated cases through resolution.
• Conduct in-depth root cause analyses and identify ways to prevent recurring customer issues and complaints.
• Collaborate with other lines of business and departments, escalate potential risks to leadership, and recommend mitigation actions.
• Handle inbound and outbound calls, respond to customer requests within established timelines, and follow up with all necessary parties.
• Provide empathetic customer support, de-escalate concerns, explain policies and procedures, and maintain confidentiality of nonpublic customer information.
• Provide guidance, leadership, or training to others while working as an individual contributor with no direct reports.

Requirements

• High school degree and five years of experience, or an equivalent combination of education and experience.
• Deep operational knowledge and experience handling complex customer issues.
• Strong problem-solving, critical-thinking, analytical, negotiation, communication, and attention-to-detail skills.
• Proficiency with software applications and databases, including strong knowledge of Microsoft Excel and the ability to learn related mortgage-servicing applications.
• Ability to work independently and collaboratively under pressure and on tight deadlines.
• Ability to perform all essential functions satisfactorily, maintain regular and punctual attendance, and comply with company policies and procedures.
• Ability to understand and apply FHA, VA, USDA, FNMA, FMLMC loss mitigation options, SPOC and escrow requirements, servicing state requirements, and federal guidelines.

Nice to have

• Bachelor’s degree from a four-year college or university, or equivalent combination of education and experience.
• Five to eight years of experience.

Culture & Benefits

• Remote work arrangement.
• Work is performed primarily in a typical interior office environment.
• Reasonable accommodations are available for qualified applicants and employees with disabilities.
• No certificates, licenses, or registrations are required.