Supervisor, Verbal Complaint - Call Center in Moorestown, New Jersey at Freedom Mortgage
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Job Description
Moorestown, New Jersey, United States of America
Mortgage Servicing
Full time
Remote
Summary:
We are seeking a professional and customer-focused Call Center Supervisor, Verbal Complaints to manage verbal customer escalations and complaints with empathy, confidence, and professionalism. This role is responsible for de-escalating challenging calls, resolving customer concerns whenever possible, and accurately documenting all interactions, findings, and outcomes in internal systems. The ideal candidate is an excellent communicator who remains calm under pressure, demonstrates strong conflict resolution skills, and can handle sensitive situations with sound judgment and attention to detail.
Essential Job Duties and Responsibilities:
Handle inbound/outbound escalated calls from customers regarding complaints, service concerns, and complex issues.
Use active listening, empathy, and professional communication to de-escalate difficult conversations.
Investigate customer concerns thoroughly and gather all relevant facts before determining next steps.
Provide clear, accurate, and timely resolutions aligned with company policies and service standards.
Maintain composure and professionalism during high-stress or emotionally charged interactions.
Document call details, findings, actions taken, and resolutions accurately in company systems.
Identify trends or recurring issues and escalate cases internally when additional review or support is needed.
Collaborate with internal departments and leadership to resolve customer concerns efficiently.
Follow all compliance, quality assurance, and documentation standards.
Deliver a positive customer experience while protecting the company’s reputation.
Other Job Duties and Responsibilities:
Performs other related duties as assigned.
Comply with all company policies and procedures.
Maintain regular and punctual attendance.
Supervisory Responsibilities:
This position is an individual contributor with no direct reports but may provide guidance, leadership, or training to others.
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.
Excellent verbal communication and phone presence.
Strong conflict resolution, problem-solving, and decision-making skills.
Ability to remain calm, patient, and professional in difficult conversations.
Strong attention to detail and ability to document accurately and thoroughly.
Comfortable navigating multiple systems while speaking with customers.
Ability to maintain confidentiality and handle sensitive information appropriately.
Proficient with standard computer applications and case management or CRM systems.
Preferred Skills
Experience handling verbal escalations or customer complaints in a high-volume environment. Demonstrated ability to diffuse customer’s issues and resolve pain points.
Strong listening skills and the ability to ask effective follow-up questions.
Ability to balance empathy with policy adherence.
Strong organizational and time management skills.
Ability to work independently and as part of a team.
Education and/or Experience:
High school diploma or equivalent required; associate or bachelor’s degree preferred.
Previous experience (5 years) in a call center, customer service, complaints, escalations, or dispute resolution role preferred.
What Success Looks Like
Consistently handles escalated calls with professionalism and empathy
Effectively resolves customer complaints and reduces further escalation
Maintains complete, accurate, and timely documentation
Demonstrates strong judgment and protects the customer experience
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.
Fast-paced call center or customer support environment
Regular phone-based interaction with customers
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.