Freedom Mortgage

Providing exceptional customer service through inbound and outbound calls, explaining policies, and building positive relationships. | High School diploma or GED, 0-1 years of related experience, no specific certifications required. | Summary: Must be local to Fishers, IN. The Agent, Customer Success will support FMC’s Call Center operations. The purpose of the role is to provide exceptional service to our customers, answering their queries, and resolving their issues. Provide energetic support and bring a positive attitude and willingness to learn. Ability to multitask and be comfortable in a fast-paced work environment. Top-notch communication skills, as you listen to, understand, engage with, and respond to customers - that includes over the phone, or via written communication like email or letter. Provide patience and politeness as you explain policies and procedures to customers, while always keeping a close eye on confidentiality and data security. Essential Job Duties and Responsibilities include: • Answering inbound and making outbound calls, responding to customer requests within set timeframes, and delivering an exceptional quality of service to every customer. • Providing information and knowledgeable assistance by pulling up loan information and providing customers with the information they need quickly and accurately. • Adhering to schedules, multitasking, meeting deadlines, and providing verbal and written responses to customers as required. • Working as part of a dedicated team to explain policies and procedures to customers and find great solutions to their inquiries in a seamless and positive way. • Build positive and pleasant relationships with our customers, whatever the circumstances, helping them feel secure and well-looked-after. • Maintain regular and punctual attendance. Comply with all company policies and procedures. • Performs other related duties as assigned. Education and/or Experience: • High School Graduate/GED • 0-1 Years related work experience preferred Licensure, Certification, Requirements: None required Specialized Skills & Knowledge Requirements N/A People Management Level: This position is an individual contributor. Workplace Conditions: • Standing/Sitting/Walking: Occasionally: requires this activity up to 33% of the time. • Kneeling/Crouching/Squatting/Bending: Occasionally: requires this activity up to 33% of the time • Reaching/Working Overhead: N/A: does not require this activity. • Repetitive Hand Motion: Occasionally: requires this activity up to 33% of the time • Special Vision or Hearing Requirements: N/A: does not require this activity. • Pushing/Pulling (up to 20 pounds): N/A: does not require this activity. • Lifting/Carrying (up to 20 pounds): N/A: does not require this activity. • Driving: N/A: does not require this activity. Environmental Risks: Exposure to hazardous materials, chemicals and/or fumes: N/A 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 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.

Ensure governance and quality of customer communications by managing documentation, testing, collaboration with teams, and tracking communications through servicing systems. | Minimum high school diploma with 5+ years mortgage servicing experience, strong communication skills, proficiency in MS Office and collaboration tools, and ability to manage multiple tasks under tight deadlines. | Summary: The Communication Governance Manager plays a vital role in ensuring all customer communications meet established governance standards. Throughout the creation and deployment process, this role provides oversight and guidance to ensure consistency, timeliness and quality across all outputs produced by the Customer Communication team. Essential Job Duties and Responsibilities: • Developing, updating, and maintaining communication systems governance documentation. • Conduct thorough testing to ensure existing communication functionality remains stable after system changes or enhancements. • Collaborating with internal teams to understand data requirements for and oversee field certification for communications. • Working closely with business partners to reconcile timelines to produce communications across servicing systems. • Provide regular updates on communication status, exceptions, and delivery outcomes. • Ensure messages and formatting are reflected and reconciled between internal style guides and downstream platforms. • Track all customer communications from initial creation through final delivery across servicing systems. • Remain informed about industry trends, standards, and innovative technologies in communications. • Comply with all company policies and procedures. • Maintain regular and punctual attendance. Other Job Duties and Responsibilities: Performs other related duties as assigned. Supervisory Responsibilities: This position is an individual contributor. Qualifications: To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. • Strong verbal and written communication skills, with the ability to communicate effectively and confidently with users, team members, and leadership. • Knowledge of Word, Excel, PowerPoint, SharePoint, databases, and Smartsheet tools are required. • Excellent team player and team builder. • Ability to manage multiple tasks at once and work under tight deadlines while responding to changing business and technical conditions. Education and/or Experience: • Minimum of high school diploma or equivalent – Bachelors’ degree preferred. • Minimum of 5 years’ experience in the mortgage servicing industry required. Certificates, Licenses, Registrations: None Required Work Complexity: Problems and issues faced are difficult and complex, and may require understanding of broader set of issues. Problems typically involve consideration of multiple issues and understanding of the financial/mortgage industry. Problems are typically solved through drawing from prior experience and analysis of issues. 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. Work is normally performed in a typical interior office work environment which does not subject the employee to any hazardous or unpleasant elements. The noise level in the work environment is usually moderate. 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. Equal Employment Opportunity: The company 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 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. The company may change the specific job duties with or without prior notice based on the needs of the organization. #LI-AC1 Remote