Job Details
Specialist, Cust Rsrch II
2026-01-26 Freedom Mortgage all cities,AK
Description:
Other Related Duties:
Performs other related duties as assigned.
Knowledge, Skills, and Abilities Requirements: 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. Reasonable accommodations made to enable individuals with disabilities to perform the essential functions of the job.
Writing Skills:
Experience in written communication, including, but not limited to customer correspondence and internal communications.
Education and/or Experience:
Some College/Associates Degree or equivalent from two-year College or Technical School; or two (2) year related experience and/or training; or equivalent combination of education and experience.
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, and percentages. Ability to apply concepts of basic algebra and geometry.
Reasoning Ability:
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Customer Service Relationships:
Requires moderate interpersonal and communication skills to ensure that customer requests or needs are met. Acknowledges and clarifies customer inquiries, requests, or complaints to ensure that needs are identified, documented and addressed.
Work Complexity:
Tasks are multiple and focus more on single processes. Work is sometimes standardized and sometimes varied.
Work Environment:
Work performed in a typical interior work environment, which does not subject the employee to any hazardous elements.
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.
#LI-AC1
Summary
The Specialist, Cust Rsrch II is responsible for the processing of Customer Care related tasks including but not limited to: researching and evaluating complex borrower issues, identifying trends that are or may impact customer satisfaction, all borrower correspondence, and resolving all research requests from Customer Care and some Origination.
Essential Job Functions:
- Complete research requests
- Execute special handling payoffs
- Perform review of borrower credit disputes
- Process deceased borrower updates
- Respond to all written correspondence
- Resolve call center escalation requests
- Maintain regular and punctual attendance.
Other Related Duties:
Performs other related duties as assigned.
Knowledge, Skills, and Abilities Requirements: 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. Reasonable accommodations made to enable individuals with disabilities to perform the essential functions of the job.
Writing Skills:
Experience in written communication, including, but not limited to customer correspondence and internal communications.
Education and/or Experience:
Some College/Associates Degree or equivalent from two-year College or Technical School; or two (2) year related experience and/or training; or equivalent combination of education and experience.
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, and percentages. Ability to apply concepts of basic algebra and geometry.
Reasoning Ability:
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Customer Service Relationships:
Requires moderate interpersonal and communication skills to ensure that customer requests or needs are met. Acknowledges and clarifies customer inquiries, requests, or complaints to ensure that needs are identified, documented and addressed.
Work Complexity:
Tasks are multiple and focus more on single processes. Work is sometimes standardized and sometimes varied.
Work Environment:
Work performed in a typical interior work environment, which does not subject the employee to any hazardous elements.
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.
#LI-AC1