Contact Center Agent, Senior (Mortgage Industry)

Freddie Mac
McLean, Virginia
Jun 09, 2021
Jun 15, 2021
Full Time
At Freddie Mac, you will do important work to build a better housing finance system and you'll be part of a team helping to make homeownership and rental housing more accessible and affordable across the nation.

Position Overview:
Are you looking for a job that is both rewarding professionally and personally? Do you have superior communication and customer service skills? If so, we have an opportunity for you! We are searching for a senior contact center agent to help resolve consumer issues in the mortgage industry
Our Impact:
  • Our team is responsible for assisting consumers with mortgage related questions or issues
  • Helping consumers that may be struggling with their mortgage payments
  • Working closely with internal business partners and servicers to resolve inquiries
Your Impact:
  • Direct communication with borrowers to assist with their issues
  • Spot trends and themes which may translate into how we approach various situations
  • Develop solutions to frequent issues and provide ideas to make the team more efficient
  • 5+ years of related work experience in the mortgage industry
  • Bachelor's Degree or equivalent experience
  • Knowledge of servicing, the guide, and GSE default options
  • Proficiency with Microsoft Excel and Word
  • Bilingual in English and Spanish a plus.
Keys to Success in this Role:
  • Ability to multi-task efficiently
  • Staying up to date on current policies and procedures
  • Having an in-depth knowledge of Freddie Mac's guide and available options for delinquent borrowers
  • Maintaining a calm and patient presence
  • Manage key priorities
  • Quickly understanding an issue and providing a resolution
  • Proven ability to de-escalate a situation

Current Freddie Mac employees please apply through the internal career site.

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.

We are an equal opportunity employer and value diversity and inclusion at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status or any other characteristic protected by applicable law. We will ensure that individuals with differing abilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Notice to External Search Firms: Freddie Mac partners with BountyJobs for contingency search business through outside firms. Resumes received outside the BountyJobs system will be considered unsolicited and Freddie Mac will not be obligated to pay a placement fee. If interested in learning more, please visit and register with our referral code: MAC.

Time-type:Full time

Job Category:Operations

FLSA Status:Non-Exempt

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