With more than 15 years of call center and financial services experience, Joel Davis, executive director at Freedom Mortgage Corp., continues to find ways to improve the customer experience. Davis manages a team of more than 350 employees dedicated to customer care as well as other operational functions.

Davis is responsible for the planning, operational performance and leadership of various functions of a $200 billion servicing portfolio.

Davis received a special recognition from Freedom for reducing the cost of servicing loans by 32% for redesigning complicated processes that dramatically reduced repeat telephone calls and off-loading volume to self-service channels. He also deployed performance dashboards that encompass “need for action”  flags which increased productivity by 19% within six months of implementation.

WHAT IS ONE HABIT THAT HAS HELPED YOU SUCCEED?

One of the things that I feel has helped me succeed is realizing that most of my growth has occurred both professionally and personally when I was uncomfortable. Stepping outside of my comfort zone and stretching to newer heights every day increases my overall potential, knowledge and skillset to grow even further. A phrase that I often use is everyone should learn how to “Be Comfortable, Being Uncomfortable.”