Senior Contact Center Agent, Consumer Assistance Network

Freddie Mac•McLean, VA

6d•$82,000 - $124,000

About The Position

Join Freddie Mac's close-nit and experienced Consumer Assistance Network (CAN) team as a Senior Customer Contact Center representative. You'll serve as the primary point of contact for "consumers" navigating the mortgage process including home seekers, homeowners, realtors, and Real Estate Owned (REO) professionals such as property maintenance contractors, listing brokers, and foreclosure attorneys. On the front line of consumer support, your responsibilities include: Phone Support (75%): Provide empathetic, consultative assistance via inbound calls on mortgage-related topics Email Support (10%): Respond to written consumer requests with detailed, helpful guidance Learning & Development (10%): Take initiative to develop new skills and domain knowledge Special Projects (5%): Collaborate with colleagues to identify and drive improvements to the consumer experience You'll address common inquiry categories including investor verification ("Does Freddie Mac own my loan?"), borrower notification letter questions ("Why did I receive this letter?" Or "How do I know who to pay?"), general loan servicing support ("Can I request removal of PMI?"), foreclosure prevention options, and REO purchase process guidance. As a senior team member, you will conduct follow-up outbound calls to assist case managers with complex or long-standing consumer issues in addition to handling inbound calls and emails. The Consumer Assistance Network (CAN) has a direct impact in assisting complex customer issues and escalations. CAN plays a critical role in supporting our mission to serve our homebuyers, homeowners, and renters. CAN works closely with internal and external business partners and manages sensitive and potentially high profile issues until resolution. Every interaction you have directly impacts homeownership outcomes for consumers at pivotal moments in their lives. Whether you're helping a first-time homebuyer get financial education through our CreditSmart offering, demystifying foreclosure alternatives for a homeowner facing hardship, or repairing borrower-servicer relationships, your work makes homeownership more accessible and sustainable. You'll work within a supportive, tenured, and close-knit team environment where knowledge sharing and collaboration are valued. Your research and insights from complex cases help elevate the entire team's expertise, creating a ripple effect that benefits countless consumers. The role offers meaningful work-life balance including shift flexibilities while serving consumers during peak inquiry hours.

Requirements

5-7 years of customer service or call center experience
Proven experience using CRM systems to document customer interactions
Strong phone-based customer support background
Mortgage industry knowledge, particularly in loan servicing
Experience interpreting Freddie Mac's Seller/Servicer Guide
Exceptional verbal and written communication abilities
Strong analytical and root cause analysis capabilities
Research skills to investigate call topics and share insights with team members
Ability to explain complex mortgage concepts in clear, understandable terms
Reliability and professional demeanor in all consumer interactions
Familiarity with generative AI, including chatbots, in a professional environment

Nice To Haves

Genuine curiosity and empathy
Naturally asking probing questions to understand the real issues behind consumer inquiries
Pride in thorough research and enjoy sharing discoveries with teammates to elevate collective knowledge
Thrive in a structured environment where reliability and consistency are valued, yet remain adaptable to handle diverse consumer needs and evolving support topics
Grow personally and professionally by seeking out constructive feedback and testing out new approaches
Approaching each interaction with professionalism and patience
Initiative in continuous learning
Contribute to team knowledge sharing
Maintain composure while addressing complex or emotionally charged situations
Passionate about homeownership and motivated by helping others navigate personal and financial challenges

Responsibilities

Provide empathetic, consultative assistance via inbound calls on mortgage-related topics
Respond to written consumer requests with detailed, helpful guidance
Take initiative to develop new skills and domain knowledge
Collaborate with colleagues to identify and drive improvements to the consumer experience
Conduct follow-up outbound calls to assist case managers with complex or long-standing consumer issues
Handle inbound calls and emails