Matthew Harbus serves as the executive vice president of Freedom Mortgage. He oversees both the origination division’s sales call center and the servicing division’s customer contact call center. He is a strategic leader who oversees a team of more than 1,000 professionals and continuously guides them to further improve the customer experience. Harbus’s teams service the mortgages of nearly two million homeowners representing over $452 billion in loans.
Since joining Freedom Mortgage in 2015, Harbus has held a variety of leadership roles. Harbus is a firm believer in collaboration as a core value amongst his teams. He changed how the department was running shortly after joining the division. He noticed team inefficiencies making it difficult for some processes to be executed efficiently. Now, working as one collaborative team, the call center can manage its inbound and outbound call strategies more effectively resulting in better service levels to accommodate Freedom Mortgage’s customers. As interest rates have steadily increased since last year, the entire mortgage industry contracted. Harbus and his servicing team rolled out a new, real-time technology platform that enables specialists to have a 360-degree view of a customer’s information.
What is one habit that has helped you succeed?
I always find the time to develop my leaders and work to build a culture that they can thrive in. Having strong leaders that I can depend on has allowed me to spend my time strategically planning for the best future for Freedom Mortgage.
Executive Vice President