ABOUT FREEDOM MORTGAGE Family-founded and operated since 1990, Freedom Mortgage is one of the nation’s largest full-service, non-bank mortgage lenders and the #1 FHA (government-insured) lender in the US. Freedom Mortgage services mortgages for more than 1.4 million homeowners and, since mid-2020, has experienced record volumes. Freedom Mortgage operates a highly sales-driven call center, with multiple campaigns running simultaneously. Their blended agent environment includes 3,250 call center agents and managers, both on and offshore—all currently working from home. These teams field 180,000 calls per month and perform all aspects of loan servicing from sales to underwriting, closing and funding. THE GOAL “Our goal,” says Thomas Gallo, VP, Centralized Operations, “is to make sure

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