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Freedom Mortgage Customer Care Research Manager in Fishers, Indiana

Customer Care Research Manager

  • Job ID:8880

  • Functional Area:Servicing

  • Employment Type:Full Time

  • Location:Fishers, IN

  • Department:Correspondence

  • Relocation Provided:No

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Position Description:


The Correspondence and Research Manager is responsible for the oversight and management of borrower-initiated written requests, borrower statements/letters, complaints, credit bureau reporting, credit disputes and research. May involve coordination with internal as well as external business partners to achieve full resolution.

Essential Job Functions (include but are not limited to):

  • Ensures all tasks are completed within Federal and State regulatory timeframes.

  • Develops and implements initiatives that will increase efficiency while improving customer service.

  • Management of processing all aspects of borrower incoming and outgoing correspondence.

  • Management of credit bureau reporting and disputes.

  • Negotiates solutions and acts as a liaison with internal and external partners when necessary.

  • Develops and implements effective policies and procedures to ensure timely, accurate, cost-effective and excellent service to our customers.

  • Accurately assesses strengths and development needs of employees including timely and specific feedback and performance management.

  • Experience in written communication.

  • Identifies and analyzes escalated problems and provides guidance to team members for resolution.

Supervisory Duties:Supervises and mentors subordinate managers including the hiring process, training, work assignments, performance evaluations, development of career goals, and disciplinary action.

Fiscal Responsibility:Develops and manages the budget for the department through sound fiscal measures.

Work Place Responsibility:Maintains a safe and healthy work place environment. The department manager ensures that all employees of the department receive appropriate training, counseling, and understand all of the applicable procedures so that they can safely do their assigned work.

Knowledge, Skills, and Abilities Requirements: Knowledge of loan servicing functions and requirements; skilled in communicating effectively, facilitating group processes and training staff; preparing policy analysis, including interpreting statistics and evaluating research studies; preparing comprehensive reports related to loan servicing projects; planning, designing and evaluating servicing operational initiatives; and ability to establish and maintain effective and productive working relationships with internal and external servicing partners.


To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.Education and/or Experience:

  • High school diploma or GED required

    • Bachelor’s Degree (B.S.) from a four-year college or university and 5-10 years of experience in mortgage servicing with multi-departmental experience.
    • Previous Project Management or Process Management 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