Customer Contact Contact Senior

Freddie Mac•McLean, VA

1d•$82,000 - $124,000•Onsite

About The Position

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. 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 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.

Requirements

Typically has 5 - 7 years related experience.
College Degree or equivalent experience
Strong verbal and written communication skills
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

Responsibilities

Provide excellent customer service to support Freddie Mac Gateway, mortgage products and technology offerings.
Resolve customer inquiries while leveraging call center technology.
Provide customer insights management.
Collaborate with cross functional teams to improve the overall customer experience.
Handle a wide array of topics, including but not limited to pricing, contracting, and loan delivery needs of our customers.
Assist customers with gaining access to Freddie Mac Tools and resources.
Provide resolution to an extensive range of complicated problems.
Represent the organization as the principal customer contact on contracts and often performs project leadership role.
Interact with senior customer personnel on significant technical matters frequently requiring coordination across organizational lines.