Single Point of Contact Call Center Agent

U.S. Bank

6d • $20 - $23 • Remote

About The Position

U.S. Bank is seeking a motivated, production-driven Single Point of Contact Call Center Agent to manage a high-volume queue of approximately 50–60 inbound calls and conduct outbound campaigns to reach customers experiencing financial hardship. The role provides borrowers with a single point of contact while they pursue loss mitigation options or are in active foreclosure. The agent explains available assistance programs and decisions, gathers information and documentation, and works toward mutually beneficial loss mitigation solutions while meeting productivity, compliance, and quality expectations. This is a U.S. home-based remote role.

Requirements

• High school diploma or equivalent.
• Two to four years of experience in clerical or administrative activities.
• Strong verbal communication skills and the ability to explain complex information simply to customers.
• Effective written communication skills.
• Proficient PC skills, particularly with word processing, spreadsheet, and database software.
• Ability to learn and retain mortgage, regulatory, and investor information.
• Detail-oriented, as work is subject to quality assurance monitoring.
• Ability to work within a structured schedule and high-volume environment.
• Ability to adapt explanations when a customer does not understand the initial approach.
• Ability to adapt to a changing environment.

Nice To Haves

• Two or more years of call center, collections, or loss mitigation experience is strongly preferred.
• Ability to identify and resolve issues or exceptions and interpret or analyze data under limited supervision.

Responsibilities

• Provide borrowers a single point of contact while they work through a loss mitigation option or are in active foreclosure.
• Help borrowers understand the assistance programs and options available to them.
• Verbally communicate updates to borrowers about loss mitigation and foreclosure decisions.
• Obtain additional information and documentation from borrowers for retention and disposition options.
• Study and comply with regulatory and compliance requirements.
• Maintain optimal productivity in an automated dialer system and minimize idle time between customer contacts.
• Handle a high-volume queue of approximately 50–60 inbound calls and conduct outbound customer outreach campaigns.

Benefits

• Medical, dental, and vision healthcare coverage.
• Basic term and optional term life insurance.
• Short-term and long-term disability coverage.
• Pregnancy disability and parental leave.
• 401(k) and employer-funded retirement plan.
• Paid vacation of two to five weeks, depending on salary grade and tenure.
• Up to 11 paid holiday opportunities.
• Adoption assistance.
• Sick and Safe Leave accruals of one hour for every 30 hours worked, up to 80 hours per calendar year unless otherwise provided by law.
• Incentive and recognition programs.
• Equity stock purchase, 401(k) contribution, and pension, subject to eligibility requirements.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED