Customer Service Contact Center Professional

Customer Service Contact Center Professional

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.

The primary responsibility for the Customer Service Contact Center Professional role is to provide excellent customer service to support Freddie Mac Gateway, mortgage products and technology offerings. The individual must have a customer centric approach to resolve customer inquiries while using call center technology. The representative will provide customer insights management and collaborate with cross functional teams to improve the overall customer experience.

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.

Contact Center Professional will support customers in accessing Freddie Mac tools and resources, guiding them from initial registration through resolving complex system access issues.

Additionally, the role will address a broad range of topics, including but not limited to pricing, contracting, and loan delivery requirements, as well as investor reporting, loss mitigation, and loan servicing needs of our customers.

Provides customers with 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 transactional requests and often performs project leadership role.

Interacts with senior customer personnel on significant technical matters frequently requiring coordination across organizational lines.

Minimum of 2-4 years related experience.

Proficient in communicating clearly, effectively, persuasively with external customers and business stakeholders.

Provides resolution to an extensive range of complicated problems.

Presentation of solutions which are innovative, thorough and practical.

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.

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.

Motivated to learn new technologies and identify process improvements and efficiencies.

Ability to adapt to change while continuing to deliver on assigned objectives.

Strong verbal and written communication skills.

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.

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 $62,000 - $94,000 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.