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Resolution Management Jobs in Virginia (NOW HIRING)

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What are the key skills and qualifications needed to thrive as a Resolution Management professional, and why are they important?

To thrive in Resolution Management, you need strong analytical skills, problem-solving capabilities, and a background in conflict resolution or customer service, often supported by a relevant degree or certification. Familiarity with case management software, CRM systems, and incident tracking tools is typically required. Exceptional communication, emotional intelligence, and negotiation skills help you build rapport and effectively resolve disputes. These competencies ensure timely, fair, and satisfactory outcomes for all stakeholders, maintaining organizational integrity and customer trust.

How does a professional in Resolution Management typically collaborate with other departments to resolve complex issues?

Resolution Management professionals frequently serve as liaisons between customers, support teams, and other departments such as product, compliance, or legal. They must coordinate closely with these teams to gather relevant information, analyze root causes, and implement effective solutions. Successful collaboration often involves clear communication, timely updates, and a strong understanding of each department's workflow. This cross-functional teamwork ensures that complex issues are resolved efficiently and that all stakeholders are kept informed throughout the process.

What is Resolution Management?

Resolution Management refers to the process of identifying, addressing, and resolving issues, conflicts, or disputes within an organization or between parties. Professionals in this field use structured approaches to analyze problems, mediate between stakeholders, and implement solutions that prevent future recurrence. Their goal is to ensure smooth operations, maintain positive relationships, and support business objectives by minimizing disruptions caused by unresolved issues.

What is the difference between Resolution Management vs Customer Service Representative?

AspectResolution ManagementCustomer Service Representative
Primary RoleOversees and resolves complex customer issues, manages escalation processesHandles general customer inquiries, provides information, and resolves basic issues
Required SkillsProblem-solving, conflict resolution, communication, leadershipCommunication, patience, product knowledge, active listening
Work EnvironmentOffice settings, call centers, client-facing rolesCall centers, retail, online support channels
CertificationsCustomer service certifications, conflict resolution trainingCustomer service certifications often preferred

Resolution Management focuses on handling complex issues and managing escalation processes, often requiring specialized skills and certifications. Customer Service Representatives handle routine inquiries and basic problem resolution. While both roles involve customer interaction, Resolution Management typically involves higher-level problem-solving and oversight, making it suitable for those with advanced conflict resolution skills.

What cities in Virginia are hiring for Resolution Management jobs? Cities in Virginia with the most Resolution Management job openings:
Multifamily Asset Resolution Manager

Multifamily Asset Resolution Manager

Freddie Mac

Mclean, VA • On-site

Full-time

Posted 16 days ago


Job description

At Freddie Mac, our mission of Making Home Possible is what motivates us, and it's at the core of everything we do. Since our charter in 1970, we have made home possible for more than 90 million families across the country. Join an organization where your work contributes to a greater purpose.

Position Overview:

Position will serve as a key member of the Multifamily Asset Management Asset Resolution & REO team with primary responsibilities focused on investigating, monitoring, negotiating and resolving distressed multifamily loans.The position will frequently interact with borrowers/ sponsors/guarantors along with loan servicers (internal and external) and legal counsel to evaluate and arrive at solutions for the company's more challenging assets.Inherent in this process is the drafting and execution of well supported business plans to provide an achievable path forward while protecting the interests of Freddie Mac.

Our Impact:
  • Our team is responsible for evaluating relief requests and following up on delinquent and/or underperforming loans with a focus on resumption of payments, collateral preservation and overall loss mitigation.
  • Preparation of business plans in support of negotiated resolution strategies such as loan restructures/modifications and maturity deferrals or extensions.
  • Enforcement of default remedies under loan documents such as penalty charges, receivership, foreclosure, and REO.
  • Investigate and pursue remedies to return defective loans to sellers as conditions warrant.
  • Assist with periodic risk rating and valuation of certain non-securitized loans.
  • Perform special projects and ad hoc reporting relating to asset resolution activities.
Your Impact:
  • Minimize losses on distressed mortgage loans via enforcement of legal remedies and/or employment of negotiated alternative strategies as appropriate.
  • Monitor and analyze the performance of loan collateral in conjunction with development of resolution strategy.
  • Manage receiverships, foreclosure actions, and REO as supported by approved business plans.
  • Collaborate with legal counsel and other internal partners as required to execute the approved resolution strategy.
  • Order and review updated valuation and property condition reports in conjunction with strategy formulation.
  • Continually track & update the status of loans within Asset Resolution and those with various outside special servicers to be able to present updates to both internal and external stakeholders.
Qualifications:
  • 8+ years of related work experience in a real estate finance or special servicing/loan workout environment
  • Bachelor's degree with effective business writing skills to include utilization of AI (emails, business plans, memos, briefs)
  • Familiarity with key loan documents and servicing agreements
  • Knowledge of multifamily property fundamentals, underwriting concepts, physical condition assessments, and financial statement analysis
  • Demonstrated understanding of valuation methodologies and discounted present value concepts and comparative analysis
  • Ability to manage multiple efforts and assignments simultaneously
  • Expertise in Excel with ability to create & utilize macros, tables, formulas, charts, etc.
  • GSE (Freddie Mac, Fannie Mae, and/or HUD) experience a plus
Keys to Success in this Role:
  • Ability to be an accountable team player who will build and maintain relationships with both internal and external stakeholders, while able to multitask, prioritize and be flexible.
  • Prior CMBS special servicing experience, including engaging & negotiating with borrowers & sponsors.
  • Results driven within corporate parameters and established departmental procedures.
  • Positive attitude toward challenging situations and the work needed for creative solutions.

Current Freddie Mac employees please apply through the internal career site.

We consider all applicants for all positions without regard to gender, race, color, religion, national origin, age, marital status, veteran status, sexual orientation, gender identity/expression, physical and mental disability, pregnancy, ethnicity, genetic information or any other protected categories under applicable federal, state or local laws. We will ensure that individuals are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

A safe and secure environment is critical to Freddie Mac's business. This includes employee commitment to our acceptable use policy, applying a vigilance-first approach to work, supporting regulatory mandates, and using best practices to protect Freddie Mac from potential threats and risk. Employees exercise this responsibility by executing against policies and procedures and adhering to privacy & security obligations as required via training programs.

CA Applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Notice to External Search Firms: Freddie Mac partners with BountyJobs for contingency search business through outside firms. Resumes received outside the BountyJobs system will be considered unsolicited and Freddie Mac will not be obligated to pay a placement fee. If interested in learning more, please visit www.BountyJobs.com and register with our referral code: MAC.

Time-type:Full timeFLSA Status:Exempt

Freddie Mac offers a comprehensive total rewards package to include competitive compensation and market-leading benefit programs. Information on these benefit programs is available on our Careers site.

This position has an annualized market-based salary range of $141,000 - $211,000 and is eligible to participate in the annual incentive program. The final salary offered will generally fall within this range and is dependent on various factors including but not limited to the responsibilities of the position, experience, skill set, internal pay equity and other relevant qualifications of the applicant.Employment Type: FULL_TIME

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About Freddie Mac

Sourced by ZipRecruiter

Today, Freddie Mac makes home possible for one in four home borrowers and is one of the largest sources of financing for multifamily housing. Join our smart, creative and dedicated team and you'll do important work for the housing finance system and make a difference in the lives of others.

Industry

Finance and insurance

Company size

5,001 - 10,000 Employees

Headquarters location

McLean, VA, US

Year founded

1970