loan officer

loan advisor

underwriter

mortgage underwriter

customer service representative

Freedom Mortgage

My experience working as a SPOC at Freedom Mortgage Corporation was extremely stressful and not sustainable for me. The workload often felt excessive, and overtime felt more like a regular expectation than an occasional need. I frequently felt pressured to keep up with high demands, changing priorities, and a workload that did not feel realistic for one person to manage.

The biggest issue for me was the lack of work-life balance. There were times when the job felt like it took over my personal time, and it became difficult to fully disconnect from work. The constant pressure made the role mentally draining, especially when the workload continued to build without what felt like enough support. Burnout felt common in this role, and I did not feel the company did enough to prevent it.

I also felt the pay did not match the stress, responsibility, workload, or expectations of the position. For the amount of work required, the compensation felt low and discouraging. It often felt like employees were expected to keep giving more without the pay, flexibility, or support reflecting that level of effort.

PTO was another major frustration. In my experience, taking time off felt difficult, and the accrual/approval process did not feel employee-friendly. For a role with high stress and frequent overtime, the limited flexibility around time off made it harder to recover and maintain balance.

Communication from management and supervisors could have been much clearer and more consistent. Expectations were not always explained well, direction could change, and it sometimes felt like employees were left trying to figure things out while still being held to strict standards. That added unnecessary stress to an already demanding role.

In my experience, interactions with HR were also frustrating. Communication and follow-up did not always feel clear or timely, and there were times when workplace concerns did not feel fully addressed or supported. This added to the stress of the role and made it harder to feel confident that concerns would be meaningfully resolved.

The workplace culture was one of the most difficult parts of the job for me. In my experience, the environment often felt high-pressure, discouraging, and lacking in support. It sometimes felt like productivity and quotas were prioritized over employee well-being, which contributed to stress and low morale. I often did not feel genuinely valued as an employee, and concerns did not always feel acknowledged or addressed in a meaningful way.

The job required a high level of emotional energy, patience, professionalism, and multitasking, but the support did not feel equal to the demands. Employees were expected to remain professional under constant pressure, yet the overall environment often felt tense rather than collaborative or encouraging. Communication between teams and leadership sometimes felt inconsistent, which added confusion and frustration to an already demanding role.

From my perspective, the culture contributed heavily to burnout and made the workload feel even more difficult to manage. Morale was low, and the environment felt focused more on output than employee well-being. The workload often felt treated as normal even when it became overwhelming. This role may work for someone who is comfortable in a very fast-paced, high-pressure environment with frequent overtime and limited flexibility, but it did not feel healthy or sustainable for me.

Overall, this was not a positive experience. The main issues were heavy workload, frequent overtime, low pay for the stress involved, limited PTO flexibility, inconsistent communication, frustrating HR experiences, poor workplace culture, low morale, and poor work-life balance. I believe the company could improve by setting more realistic expectations, improving staffing, listening to employee concerns, making PTO easier to use, improving communication, and offering compensation that better reflects the demands of the role.

I would not personally recommend this position to someone seeking balance, stability, or supportive leadership.

What is the best part of working at the company?
Individual support from teammates. FMC recruits great people. 

What is the most stressful part about working at the company?
Lack of support, buggy time-keeping and payroll software (within which employees are "responsible" for error correction, sometimes without much support); too many industry-specific duties and a need for granular topic understanding and application heaped on generalists due to call overflow from other departments WITHOUT sufficient training; asking for training gets you nothing because that's a "specialist" job but you're doing "specialist" overflow work--so it's a total setup; too many ad-hoc, sudden, daily changes in policy and procedure too quickly with insufficient time for training; pressure from management; conflicting policy mandates that set employees up for daily failure and frustration; gaslighting in the workplace by managers and other employees; inconsistency in support on the floor; customers who are confused by the way each agent tells them something different from call to call; agents not doing their job properly and leaving messes for the next person to clean up--which creates longer call times for the agents who actually care enough to be thorough; hopelessness of customers due to their treatment and being misled and told "everything is fine" only to discover they're about to be foreclosed upon; archaic software systems; and emails / articles cobbled together and piecemealed in daily updates (with almost no time given to read and absorb what it takes to know them well enough to apply the knowledge on the job) rather than a single source up updates in master-copy. NUTS. Impossible. Just way too much for anyone to absorb, without working on one's own time, to make up for the conditions at work. Long hours are mandatory. Overtime is mandatory. Sometimes changes in scheduling come overnight (between the time you log out and log in). 

What is the work environment and culture like at the company?
Grueling, exhausting, blamey, and at times hopeless. I don't recommend their call center. Turnover is high. Bonuses were increasingly elusive and a moving target, eventually becoming unattainable due to shoddy, improperly vetted software (half-baked really) and shorter and shorter call time and customer survey standards. They kept finding reasons not to pay people... so many of us who were seasoned agents ended up leaving. 

What is a typical day like for you at the company?
Up at 5AM, logged in and on calls by 6AM and done at 5 PM (but playing catch up every day after work, because it's impossible to get everything done that we're told we have to do during a single 11-hour workday). Try like h*** to get through every call in under 8 minutes (even complex calls requiring at least 15-20 minutes to problem-solve and to do the job well); check requests that often go unanswered; follow-up (on our own time because the work schedule doesn't allow time, while we're told we have to follow up); send emails that never get answered from other departments; make sure other people are doing their jobs, because the ball tends to get dropped and customers tend to get wrong information. Correct lots of other people's mistakes that leave customers struggling for answers and appropriate loan statuses. Example: a man inherited his brother's property and was named the sole inheritor, but for over a year, case management denied the request for him to be put on the loan because they said the will did not have his name in it. They were only reading the first sentence, and in the second sentence, it clearly said that the man was the sole inheritor of the property free and clear. It was not until an agent circled this sentence in red and pushed back in multiple emails to case management---who finally responded, "Oh, you're right. We'll fix it." After a year. Find the good agents and managers---and stick with them across team lines whenever possible.

I can only speak on my experience through two extremely stress filled years - all remote (which in the end, was just about the only positive thing).  What seemed like non-stop training, due to constantly pulling you from one position to another was usually an absolute struggle due to never ending management DISorganization and everchanging processes that were very complex and detailed oriented but with only old and outdated job aids / procedures which relegated them pretty much useless!  We had to rely on memory alone and notebook upon notebook of personal detailed notes which was extremely difficult to maintain when the process steps were CONSTANTLY changing (and I do mean constantly - if not daily, then weekly).  I and several co-workers on my team, were constantly being 'borrowed' and trained by other teams, doing completely different jobs, to help eliminate THEIR backlog (many times, resulting in us doing mandatory overtime for these other groups).  As a result, my direct supervisor really had no idea of my day-to-day activities or job performance for literally months and months on end.

 Management support is minimal at best (in my experience, most had no idea how to actually perform the jobs they 'supervise') and you had to rely on more seasoned co-workers for any assistance with clarification or questions (often times, resulting in different answers depending on how many people you ask).  The daily production expectations in my department were pretty unrealistic, especially if you wanted to maintain any kind of quality in your work.

Job security is non-existent as they massively OVER hire full time employees (not to mention the hoards of offshore contractors) in times of financial / market change and then lay off in huge waves (for the same reasons) without any notice and regardless of seniority or performance - also, with zero severance pay and zero UN-USED and EARNED PTO pay. 

By nature, I tend to be a very loyal employee so I stuck it out through an extremely stressful and over worked period of time as a result of the pandemic and its effect on the mortgage servicing industry, all the while, thinking things would level off and that my excellent work ethic, quality performance and dedication (per the very high marks on my only annual review) would eventually pay off in the end but sadly that was not case when the 2022 lay-offs started as a result of inflation and interest rate spikes (at least that's what we were curtly told over an impersonal group zoom call).  And to add insult to injury, for the most part, they laid off higher salaried, seasoned employees and retained mostly lower paid, newer employees that many of the seasoned (laid off) employees had actually trained (myself included)!  Gave it my all (and then some!) and got nothing in return.  

As a side note, please know that I am not submitting this review out of anger or spite. A better description would be 'extremely let down and disillusioned' and I'm only sharing my truth and actual experience in the event it may help others when making a decision to work here (or not).

This was my first job in the mortgage industry, and at first I thought it was a great place to work because there was a ton of loan volume and it seemed like the company was doing good things and moving in the right direction. However, after 3 years I realized that they were trying to grow too quickly and weren't actually ready to become the huge company they wanted to be, and the loan volume just came from churning borrowers with minimally beneficial (or in many cases not beneficial, according to investors...) refinances. Loan Officers also write loans just to get their bonuses and waste the Processors' time working on trash that will never close, especially when volume is low. 

Training is basically nonexistent - they try cramming everything you need to know into 1 week or less then throw you on the floor to figure it out yourself, so many people don't know what they're doing or why and customer satisfaction suffers. Reference materials are scattered and difficult to find, and the company takes forever to streamline policies, processes, and procedures even though they had an entire department dedicated to that exact task.

Pay is low and bonuses/incentives are an absolute joke. If they even have an incentive it doesn't last long and isn't even worth trying to win. The best "incentive" for me was when a manager would randomly buy pizza for the team.

Nepotism appears to be an issue and they will promote people they like rather than the best person for the job. Even then, nobody's job is ever really secure because they don't care about laying off large chunks of the workforce in waves without notice. They'll rally everyone together and tell you how much they care about you, but that's just a ruse. It just seems like management just knee-jerk reacts to the market conditions rather than plan ahead and stress test any of their ideas, so things change drastically on a regular basis. There's a good chance you'll get traded around departments as needed depending on which products are busy. In general, it seems like management doesn't really know what they're doing, goes all-in on one idea, hires a bunch of people in advance of the volume they expect, then lay them off when they realize they were wrong.

There are support teams dedicated to more specific processing tasks, but that ends up making the process less efficient and take longer to close loans because support teams don't know what they're doing but you have no choice but to wait for them because the company is stingy when it comes to giving people access to certain tools and portals that every Processor should be using. It would be better if the processors just had full control and loans would close faster.

All of this makes employees miserable and hate their jobs, and I wouldn't recommend working here until management can get their stuff together and figure out how to optimize workflow by actually putting the right systems in place. I could keep complaining but this is already long enough.

I first started working for freedom mortgage in May 2020 and we receive six weeks of training and then we were on calls. The scheduling is not very flexible you will mostly have a 1 PM to 10 PM work schedule. Also the job is very scripted almost robotic. I went through four different managers within seven months of working there due to them quitting or just switching everyone around. If you do need help you would have to reach out to a team chat or a customer ambassador to help you and the lines can be very long. Managers usually do not have experience in the mortgage industry so they can’t really help. The cars are so fast paced that you may not be able to get a breath in between calls. The company continues to buy more loans and not hire enough staff. even after training, you still have to learn as you go and you may not understand the full role that you have until about six months in. Managers are never available or sometimes if you’re speaking on a tough situation they will skip over you and answer someone else. A lot of the clients and customers are very frustrated with the company because the departments do not work off the same systems and they are usually bounced around a lot. 

They do provide our lunches in 215 minute breaks in a 10 minute coaching to check your emails. The benefits are really good the QA structure it’s very hard to maintain because and they are more concerned about numbers instead of satisfying the customer. what I mean by that is each car needs to be under eight minutes, you must go to break at one time you must come that to break on time or it will affect your scores. That sounds nice in a perfect world however there are going to be a plenty of times where you may have a car that goes over 20 minutes because they also want you to have a one call resolution. Representatives are constantly learning new changes and new rules and they are all overworked. They never give you a raise they do not give you quarterly bonuses and you truly feel unappreciated while working. I believe that the job would be so much better if they hired more people or stop buying loans because it’s too much on the staff. If you were going to customer service area you have to deal with trying to manage loans, take payment, rehabilitate loans, tell them about refinances, and pitch every little thing that they offer even though they have a department that handles the situation and the questions. If you are very robotic and you have iron lungs then this is the job for you however there are so many opportunities for you. They will add mandatory overtime within 24hrs of next shift and the schedule changes during the day. Also make sure that your Health is in good standing because they are not that concerned and that’s the reason why I left. 

This company has a great way of sounding great and amazing during your interview and training process, then once you get assigned to a team they show true colors. They claim to care about work-home life balance but constantly schedule you for overtime daily. They advertise a one-hour lunch however they cut it down to half-hour every day due to mandatory overtime. They do not train their agents very well at all. You are constantly getting calls from customers who have spoken to agents that gave them bad or out right wrong information making your job that much harder. They have a bonus structure each month that has metrics you need to hit that are out of your control and have very little to no control over. Like a FCR goal, this is a mortgage company, and you are dealing with customers who are facing foreclosure and at risk of losing their homes, even when you give them top-quality service and solve all their issues in your interaction with them they are still scared and anxious about losing their home and tend to call back often to check in and up on applications and other things wrecking your FCR and preventing you from getting your bonus. The same thing goes for their customer call survey, it is a combined survey not only scores how the customer feels about their interaction with you on that particular call but their overall satisfaction with the company as a whole. However, the company's scores are used to determine your overall survey score often times resulting in you scoring a perfect survey for your call with an amazing note left by the customer you helped but the company scoring extra low causing your overall score not to meet the needed score to allow you to achieve your needed metrics for your monthly bonus. The management is a joke you have no ability to contact any other departments except through email. HR takes days or weeks to respond to anything you ask them with no phone numbers for you to call or contact them on. They claim to care about the customer but oftentimes make things unnecessarily difficult for customers to complete. Like their customer care department has no email address the customer can use to send in documents or request instead they have a mailing address and a fax number only. All in all, this is one of the worst places to work at with no redeeming qualities and a turnover rate for not only call center agents but the leadership and supervisors that is astounding. In two years of employment their I had five different supervisors in the same job position due to all of them quitting or getting fired as just a small example of turnover rate. 

The work itself is easy, however you’re not rewarded for hard work. You can put numbers way over quota, and you are making the same amount as someone who is barely doing half. They threaten that if you don’t make quota, you’ll be fired, but barely train most to be able to hit quota if they don’t understand the process. 

Management also had a recent change, and they decided to change how some systems work on a whim. Such as mandatory overtime, for years, if you miss a day, you didn’t have to make up overtime. Now, if you miss a day, you still have to make up however many hours overtime is. Then, they yell at the employees for complaining about the change despite it being the same for years. They also changed how the whole process of intaking documents works. 

Next, they tell different people different things on calling off/requesting off. For doctors appointments, they let one person make up the time, and then they tell another person that you have to use PTO, no exceptions. The favoritism is baffling and blatant. 

Then, they yell at people to read their emails for something that was never explained both in person or emails. But they never yell at the people who do bad work or do below the bare minimum. They still work here and get paid the same amount, but management blanket threats everyone instead of reaching out individually. 

Management gets annoyed that people will reach out to supervisors, and ask that they reach out to a team lead. However some questions can only be answered by a supervisor. One of the supervisors is nice, but the other is completely on a power trip and is not understanding at all about human life and that emergencies happen. 

Only pros are benefits, where it’s vision, dental, health. PTO is also a max of 16 days, and you can carry over 5 for the next year. 

I enjoyed working with a majority of my co-workers, but I have to say, their work practices are not sustainable. Supervisors and other individuals on the "leadership" team would flaunt their title as a way to dominate over their associates. In meetings, the leadership team would bring up issues around the office, then tell everyone that the issue could be a "fireable" offense even when the handbook states otherwise. leadership within the department would poorly hide their favoritism towards others by allowing indevisuals to talk on their phone where other couldnt even look at theirs withoug being given som form of warning or coaching. Leadership would often change procedure in the middle of the day with little context and zero training. Other times, we wouldn't even be told about the change until we had document corrections show up at our desks. The entire office is a big mess of leadership that can't work together and create positive change.  They complain about the turnover rate, then refuse to train workers for something that needs to be done. Team chats were their own beast, where when we asked for help, we were told to put this barely raised a visible red flag at our desk, only for it not to be answered for 30 minutes to an hour. When they put issues in Teams chats, the individual is scolded by a member of the leadership, being told that the issue wasn't that difficult or that they have to retrain associates. one of the sections in the depaertment has its own team chat which is frequenlt referd to as the "elite" team amnongst other leadership members away from the team and other associates. Leadership claims they want a positive work environment, but frequently make associates uncertain about their jobs, so much so that associates remove their belongings from their desks, expecting to be terminated. 



My time at Freedom Mortgage has been a challenging journey filled with frustrations and limitations. A typical day entails tirelessly urging customers to access their equity, regurgitating the same script from 10 am to 7 pm. This repetitive cycle has underscored the feeling of being trapped in a dead-end job with no visible path forward.

**What I've Learned:**
This role has starkly illuminated its dead-end nature. Despite dedicating over three years to the company, I remain a temp agent without prospects for advancement. The absence of commission and non-existent paid time off make motivation an uphill battle.

**Management:**
Management's indifference is palpable. Meetings and training sessions are frequently canceled, leaving employees isolated and feeling invisible. There is minimal interaction among colleagues, contributing to a robotic and disconnected atmosphere.

**Workplace Culture:**
The workplace culture is tolerable, yet lacks the support and inspiration needed for job satisfaction. It serves its functional purpose but falls short of fostering camaraderie or a sense of purpose.

**The Hardest Part:**
The most challenging aspect is maintaining motivation in such a stagnant environment. The lack of career progression and the monotony of repetitive tasks make each day feel like a struggle.

**The Most Enjoyable Part:**
One bright spot is the opportunity to work from home, offering some flexibility and comfort amidst the job's frustrations.

Overall, my experience at Freedom Mortgage has been characterized by unmet potential and a sense of being overlooked. For potential applicants, be prepared for a role that may not align with career aspirations or personal growth goals.

Definitely the worst company I have worked for. Training is terrible. They will teach you everything about mortgage laws that don't apply to your everyday work. When I comes to learning the systems. Unfortunately multiple managers state you will learn in nesting. So you will get little to no training in the systems. Me and so many other employees didn't know what to do with our hands. Management is weak and non engaging in chat or email. You only hear from them if something is incorrect. If you want to try your best they will not enable you too. You take one call and thrown on the phone.  You can take 3 outbound calls then a inbound, it's a roll of the dice on what calls you get. You will find your self feeling more professional from previous employers. 
they tell you will take 25-50 calls a day I haven't done less than 80,"You can check you own amount of calls you take daily" they are back to back outbound calls and inbound that are 2 minutes long with minute and half being verifying. THE WORST PART OF THIS JOB IS THE SYSTEMS! WHEN CALL GO IN OU GOS OUT. YOU CLICK A DROP DOWN THE SCREEN FLICKERS WHEN ITS LOADS A DOZEN TIMES. CLICK A BUBBLE SCREEN FLICKERS AND LOADS SLOW. THEN YOU ASK 8 MORE QUESTIONS AND THEY JUST ADDED ANOTHER. THEN THE PERSON IS TRANSFERRED OR YOU GIVE THEM A PHONE #. THEN WHEN THE CALLS ENDS YOU HAVE TO TYPE THE DUMBEST NOTES. THEN CLICK ON 4 MORE POINTLESS MENUS WITH THE SCREEN FLICKERING A DOZEN TIMES IN-BETWEEN. THATS JUST ONE SYSTEM THAY YOU USE. You would be better off doing door dash or something. They just need a warm body on the computer. most of this stuff could be automated. They say they are working on something different but after speaking with tenor agents they have been saying that for years I guarantee you that you haven't worked with such garbage systems in your life... 

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