Austin Ross is a driving force behind the company’s continued success in the Call Center division. With over a decade of experience at Freedom Mortgage, his leadership has been instrumental in advancing operations, optimizing processes and delivering outstanding results. In 2024 alone, Ross helped generate nearly 1 million inquiries, leading to $10 billion in funded loans.
Since joining the company, Ross has overseen all aspects of Call Center business operations, including analytics, sales, marketing and centralized operations. Today, he leads a team of over 40 professionals and nearly 100 customer service agents, ensuring a high-quality, full-service experience for more than 2.5 million Freedom Mortgage customers. Under his leadership, the team generated over 645,000 new opportunities in the past year, helping customers improve their financial standing through mortgage solutions.
A champion of innovation, Ross spearheaded the company’s transformation to a digital-first engagement strategy, enhancing customer interactions through new, consumer-friendly digital tools, including the Freedom Mortgage MobileApp. This initiative contributed to nearly 35,000 funded loans, totaling over $10.4 billion.
Beyond his strategic impact, Ross is known for his inclusive leadership style, prioritizing employee empowerment and mentorship. His ability to cultivate talent has led many of his team members to leadership roles within the company and the broader financial industry. Recognized with Freedom Mortgage’s “Freedom Hero” award in 2019 and the HousingWire Insider Award in 2022, Ross continues to set the standard for excellence, making him an invaluable leader and a key figure in the company’s ongoing growth.
What is one habit that has helped you succeed?
Be prepared — instilled at an early age through Boy Scouts of America — has allowed me to develop myself and my teams at Freedom Mortgage to be ready for anything. Also, don’t be afraid to show up early, practice often and continue to develop knowledge, which has allowed for insights to occur.
Name:
Austin Ross
Age:
39
Title:
Senior Vice President, Centralized Operations and Campaign Management
Company Name:
Freedom Mortgage
