Customer Service Contact Center Professional

Freddie Mac•Dallas, TX

3d•$62,000 - $94,000•Onsite

About The Position

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.

Requirements

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.

Responsibilities

Provide excellent customer service to support Freddie Mac Gateway, mortgage products and technology offerings.
Have a customer centric approach to resolve customer inquiries while using call center technology.
Provide customer insights management and collaborate with cross functional teams to improve the overall customer experience.
Support customers in accessing Freddie Mac tools and resources, guiding them from initial registration through resolving complex system access issues.
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.
Works under limited direction independently determines and develops approach to solutions.
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.