Position Overview:Freddie Mac is seeking an energetic and customer-oriented leader in our Customer Service contact center. The primary responsibilities for this position will be leading a team of Customer Service staff and overseeing daily functions and strategies for the Customer Contact center. In this role you will engage across the enterprise to stay informed on technology, policy, and product changes that are in progress, and you will provide awareness and training to agents that so that they can provide informed guidance to customers.
This position requires a passion for customer service and a desire to work with a high level of engagement. You will work collaboratively across divisional lines building supportive partnerships across all levels of the organization.
Your Impact:- Lead a team of 10-14 customer service team members to uphold outstanding customer service and satisfaction standards while also maintaining an efficient operational model.
- Identify, develop, and execute a vision of business capabilities that enable the team to deliver high quality service to a variety of internal and external customer.
- Monitor key metrics while analyzing business developments and market trends.
- Produce skills development plans to drive behaviors that enhance the customer experience.
- Recommend performance enhancing actions based upon performance needs and trends.
- Analyze monthly quality assurance data and incorporate the insights gained into a meaningful development plan
- Collaborate with the product and business lines to provide client insights with use of tools and technologies; partner internally to be informed on upcoming initiatives/changes an change readiness.
- Provide feedback and coaching to staff to support learning, customer experience and performance management.
Qualifications:- Ideally 10+ years of mortgage industry experience with demonstrating success in driving solutions to deliver a superior customer experience.
- College degree or equivalent experience.
- 3+ years of management experience.
- Experience managing a contact center.
- A hands-on strategic leader with the ability to balance service, efficiency, and control objectives.
- A strong metrics and performance focus; experience monitoring and measuring operational effectiveness through data.
- Excellent written and verbal communication skills.
- Proficient in Microsoft office applications.
Keys to Success in this Role:- Ability to manage through change and build new processes and drive for results.
- Ability to bring judgement, innovation, and desire to find solutions to challenges and opportunities.
- Ability to meet all client expectations by consistently delivering outstanding service, while maintaining a sound, efficient operational model.
- Strategic leadership and ability to grow and develop teams.
- Team oriented; Strong work ethic in a fast-paced environment.
- Curiosity to learn about the business, new trends and how to do things better.
- Effectively work with and collaborate across the teams.
- Strong communication skills and change management practice.
Current Freddie Mac employees please apply through the internal career site.Time-type:Full time
FLSA Status: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 $102,000 - $152,000 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.
