Position Overview:
The primary responsibility for the Customer Support Contact Center Senior role is to provide excellent customer service to support Freddie Mac's Loan Product Advisor, mortgage products and technology offerings. The individual must have a customer centric mindset to resolve customer inquiries while leveraging call center technology. The representative will provide customer insights management and collaborate with cross functional teams to improve the overall customer experience.
Our Impact:
The Customer Support Contact Center (CSCC) is the front-line support that provides business, policy and technical support to Freddie Mac customers using Loan Advisor Suite web-based applications, including Seller/Servicer guides. The CSCC handles a broad range of topics across four main subject areas: Loan Origination, Underwriting, Loan Delivery, and Loan Servicing. The CSCC serves as the account manager for over 1,700 customers ranging from Sellers, Servicers, and Third-Party Originators.
Your Impact:
- Contact Center Professional will handle a broad range of topics across the Loan Product Advisor discipline.
- Contact Center Professional will have special knowledge of underwriting policies, procedures, and standards including the Freddie Mac Seller/Servicer Guide.
- Provides resolution to an extensive range of complicated problems with solutions that are innovative, thorough, and practical.
- Works under limited direction independently determines and develops approach to solutions.
- Work is evaluated upon completion for adequacy in satisfying objectives.
- Represents the organization as the principal customer contact on contracts and often performs project leadership role.
- Interacts with senior customer personnel on significant technical matters that may require frequently requiring coordination across organizational lines.
Qualifications:
- Bachelor's degree and/or equivalent job experience
- Minimum 8 years mortgage origination underwriting experience
- Proficient in standard concepts, practices, and procedures of loan processing/origination
- Strong interpersonal skills, active listening with the ability to show empathy.
- Effective oral and written communication skills
- Excellent analytical, research and problem-solving skills
- Familiar with Loan Product Advisor AUS (preferred)
- Previous experience with Salesforce CRM system (preferred)
Keys to Success in this Role:
- Self-starter and self-motivated.
- Ability to work and collaborate effectively in a team environment.
- Sense of urgency and able to apply risk-based approach to prioritize work.
- Capability Capacity to function well in a fast-paced dynamic environment with competing priorities.
- Proficient in communicating clearly, effectively, persuasively with external customers and business stakeholders.
- Motivated to learn new technologies and identify process improvements and efficiencies.
- Ability to adapt to change while continuing to deliver on assigned objectives.
- Ability to effectively communicate with internal and external customers.
- Strong verbal and written communication skills.
- Spanish speakers are encouraged to apply.
Current Freddie Mac employees please apply through the internal career site.
Time-type:Full time
FLSA Status:Non-Exempt
Freddie Mac offers a comprehensive total rewards package to include competitive compensation and market-leading benefit programs. Information on these benefit programs is available on our Careers site.
This position has an annualized market-based salary range of $82,000 - $124,000 and is eligible to participate in the annual incentive program. The final salary offered will generally fall within this range and is dependent on various factors including but not limited to the responsibilities of the position, experience, skill set, internal pay equity and other relevant qualifications of the applicant.
