VP, Customer Service

at Freedom Mortgage
Location Fishers
Date Posted May 15, 2021
Category Call Centre / CustomerService
Job Type Not Specified





The Vice President - Custom Care is responsible for supporting the SVP of customer service and and management of customer service/customer care including but not limited to Call center, web services, borrower written correspondence, montly statements, payment processing/Lockbox, Credit Reporting, CFPB compliance, Ancillary products, SCRA process, Year end statement 1098, and refinance opportunities.

Essential Job Functions

  • Manages all aspects of the customer experience and customer services processes.
  • Handles and manages Call Center and borrower written correspondence including calling outbound strategy.
  • Oversees the SCRA process, Monthly statements, and payment processing.
  • Handles Credit reporting, CFPB compliance, year end statement 1098 and monthly statements.

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 (B.A.) from a four-year College or University; or one to two years related experience and/or training; or equivalent combination of education and experience.

Mortgage Servicing experience required; Call Center experience preferred


Founded in Mount Laurel, NJ in 1990, Freedom Mortgage has since grown into one of the largest and fastest-growing privately owned full-service residential lenders in the USA. Licensed in all 50 states, Washington D.C., Puerto Rico and the Virgin Islands, Freedom Mortgage has over 5000 employees nationwide, proudly servicing $225.6 billion, and is still growing.

Our mission is to foster homeownership in America. Freedom is a leader in VA mortgage lending and is one of the mortgage industry's largest philanthropic supporters of the USO and military families through its Team Freedom Cares philanthropic arm.

Locations include suburban Philadelphia and Fishers, IN, two regions where we were named Top Workplaces. We also have large operating centers countrywide, including these desirable markets Beaverton , OR; Boca Raton, FL; Columbia, MD; Jacksonville, FL; Melville, NY; Plano, TX; San Dimas, CA; Tempe, AZ; Troy, MI and Woodbridge, VA.

If you seek a sense of community, top training, opportunity for advancement, a comprehensive benefits package and reward and recognition program, look no further.

Freedom Mortgage Corporation is an Equal Opportunity Employer committed to workforce diversity. Qualified applicants will receive consideration without regard to age, race, color, religion, gender, sexual orientation, national origin, or their status as a protected veteran or an individual with disabilities. Local applicants encouraged to apply. Employment contingent upon successful completion of background investigation. Smoke-free workplace. Drug-free work environment. Excellent benefits package including medical, dental, vision and 401(k). All resumes are held in confidence. Only candidates whose profiles closely match requirements will be contacted during this search. LENDER NMLS ID 2767

Equal Opportunity Employer- Minorities/Females/Disabled/Veterans