Customer Relations Management, Senior

Freddie Mac•McLean, VA

About The Position

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: Step into a dynamic role with Freddie Mac’s Single-Family Acquisition’s Seller Engagement team, where you’ll serve as the primary back up to the Account Executive, playing a pivotal part in delivering exceptional service to both customers and internal teams. You’ll be at the forefront of supporting effective solutions to address customer needs and requests. In this position, you’ll contribute to the success of the Customer Focus Teams by contributing to the contract negotiation process—both internally and externally—championing agreements that benefit our clients and organization alike. In close alignment with the Account Executive, you’ll tackle complex scenarios, landing on solutions that are innovative and thorough. This is an exciting opportunity to make a meaningful impact, grow professionally, and be part of a Sales team that values your ideas and initiative. Our Impact: Seller Engagement is the primary customer-facing organization in the Single-Family Acquisitions division. We are responsible for managing the business-to-business relationships with our Sellers and the purchase of their loans. This includes the full life cycle from onboarding a newly approved Seller, overseeing the provisioning of access to our tools, providing training materials, contracting negotiated terms, supporting exception processing and helping with any corrective actions. Your Impact: You will represent the organization as the principal customer contact on contracts and often perform project leadership activities. In addition, you will interact with senior customer personnel on significant matters frequently requiring coordination across organizational lines.

Requirements

At least 5 years of related mortgage experience is desired.
At least 5 years of demonstrated exceptional customer service experience.
Proactive in ensuring timely updates, follow through and task resolution.
Clear, concise and compelling communicator, both oral and written.
Driven self-starter that enjoys working with customers and is a proven problem solver.
Works under limited direction.
Independently determines and develops approach to solutions.
Ensures swift and accurate completion of work.
Consistently takes initiative to keep customers informed on progress of tasks and outstanding matters.

Nice To Haves

Bachelor's degree or equivalent experience; advanced studies/degree, preferred.

Responsibilities

Serve as the primary back up to the Account Executive, playing a pivotal part in delivering exceptional service to both customers and internal teams.
Support effective solutions to address customer needs and requests.
Contribute to the success of the Customer Focus Teams by contributing to the contract negotiation process—both internally and externally—championing agreements that benefit our clients and organization alike.
Tackle complex scenarios, landing on solutions that are innovative and thorough.
Represent the organization as the principal customer contact on contracts and often perform project leadership activities.
Interact with senior customer personnel on significant matters frequently requiring coordination across organizational lines.