Customer Contact Contact Senior

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.

Position Overview:

The primary responsibility for the Customer Support Contact Center Senior role is to provide excellent customer service to support Freddie Mac Gateway, 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 Freddie Mac Gateway web-based applications. 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 wide array of topics, including but not limited to pricing, contracting, and loan delivery needs of our customers.

• Additionally, the role will involve assisting customers with gaining access to Freddie Mac Tools and resources.

• Provides resolution to an extensive range of complicated problems.

• Solutions 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 frequently requiring coordination across organizational lines.

Qualifications:

• Typically has 5 - 7 years related experience.

• College Degree or equivalent experience

• Strong verbal and written communication skills

• Provides resolution to an extensive range of complicated problems.

• Able to work under limited direction, independently determines and develops approach to solutions.

• Ability to engage with senior customer personnel on critical technical issues, often necessitating coordination across organizational boundaries.

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 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

Current Freddie Mac employees please apply through the internal career site.

We consider all applicants for all positions without regard to gender, race, color, religion, national origin, age, marital status, veteran status, sexual orientation, gender identity/expression, physical and mental disability, pregnancy, ethnicity, genetic information or any other protected categories under applicable federal, state or local laws. We will ensure that individuals are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

A safe and secure environment is critical to Freddie Mac's business. This includes employee commitment to our acceptable use policy, applying a vigilance-first approach to work, supporting regulatory mandates, and using best practices to protect Freddie Mac from potential threats and risk. Employees exercise this responsibility by executing against policies and procedures and adhering to privacy & security obligations as required via training programs.

CA Applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

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.