Customer Contact Center Senior Underwriter - Dallas, TX or McLean, VA

Customer Support Contact Center Senior

At Freddie Mac, our mission of Making Home Possible is what motivates us, and it's at the core of everything we do. Since our charter in 1970, we have made home possible for more than 90 million families across the country. Join an organization where your work contributes to a greater purpose.

This position can be filled in Plano, TX or McLean, VA.

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.