Business Process Associate

Freddie Mac
McLean, VA
Apr 10, 2019
Apr 10, 2019
Full Time
If you are inquisitive, have a passion for learning new skills and technology, and have a customer centric mindset, then we are your next destination employer! Apply today to join us on our inquiry / call resolution team as an ASAP Assist Support Associate. The primary duty is to answer internal and external calls and online inquiry submissions concerning AP and Procurement related topics (including but not limited to AP invoices and payments, employee reimbursements, contractor operations, vendors, purchase orders, requisitions, contractor timesheets, travel and more). This will require learning policies & procedures, navigating websites and training materials to find answers, and heavily interact with partners across Freddie Mac. You will also provide expertise and guidance in a timely manner while also escalating issues to the appropriate team when necessary. Central to this role is to (1) resolve inquiries while (2) ensuring a customer centric mindset. This role will expose you to all facets of AP and Procurement.

Your primary responsibilities include:
* Answer employee, manager and vendor questions via phone or email in a clear, concise, and timely manner.
* Ask appropriate probing questions to ensure we have all the information necessary to solve the problem/issue.
* Use judgment to determine the best course of action for a call or email (escalation vs. direct response).
* When answers are not easily available, research the issue to be able to either provide the necessary information to the customer or escalate the question to the appropriate specialist.
* Log all calls in the service center tracking tool.
* Provide feedback to other departments if multiple calls are received on the same topic.
* Follow up with specialists on issues that have been escalated to ensure they are closed out in a timely manner and customer is satisfied.
* Exercise good judgment and discretion when accessing sensitive data.
* Must be available to answer calls during core business hours (9-5). When breaks or lunch are taken must ensure others are available to take calls.


* Bachelor's degree or equivalent work experience required
* Typically, 2+ years of related experience
* Experience with ERP Systems (e.g., PeopleSoft applications/modules)
* Superior customer service experience
* Positive attitude & customer centric mindset

Key to success in this role:
* Ability to deliver prompt and high-quality customer service
* Strong consultation and communication skills
* Deep curiosity to learn about new trends and how to do things better
* Ability to work with and collaborate across the team and where silos exist
* Ability to use data to help inform strategy and direction

Top 3 Personal Competencies to Possess:
* Customer Focus - Personally engage with customers to learn their needs
* Growth and Development - Know or learn what is needed to deliver results and successfully compete
* Seek and Embrace Change - Continuously improve work processes rather than accept the status quo the status quo

Preferred Skills

* Excellent verbal and written communications
* Good judgment and discretion
* Proficiency with the Microsoft Office Suite, i.e., Access and Excel
* Commitment to quality work products
* Strong organizational skills
* Call center experience

Today, Freddie Mac makes home possible for one in four home borrowers and is one of the largest sources of financing for multifamily housing. Join our smart, creative and dedicated team and you'll do important work for the housing finance system and make a difference in the lives of others. Freddie Mac is an equal opportunity and top diversity employer. EOE, M/F/D/V.

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