Customer Call Center Team Leader
Location: McLean Virginia
Description: Freddie Mac is currently interviewing Customer Call Center Team Leader right now, this position will be placed in Virginia. For detail informations about this position opportunity kindly read the description below. Responsibilities
The Customer Call Center (CCC) provides business, policy and technical support to Freddie Mac customers using Loan Prospector, the Selling System, Workout! Prospector, Service Loans Application and other Freddie Mac proprietary technology. The CCC handles a broad range of topics across three main disciplines: loan origination, loan delivery and loan servicing, and serves as the account manager for over 1,700 customers. Employs extensive professional expertise as a generalist or specialist. Develops resolutions to complex problems that require the frequent use of ingenuity and creativity. Work is accomplished without appreciable direction. Exerts considerable latitude in determining technical objectives of assignment. Serves as the organization spokesperson on specialized projects or programs. Acts as counselor to top management and customers on advanced technical research studies and applications. College Degree or equivalent experience; advanced studies/degree preferred. Typically has 8-10 years related experience.
Basic Requirements
Additional Responsibilities:
Borrower Contact Unit provides sup! port to Freddie Mac borrowers by working with internal parties! and servicers to resolve mortgage issues. Unit handles calls, escalates to internal and external parties, provides transparency to Freddie Mac regarding borrower issue trending, answers web inquiries, and works with internal groups to resolve complex mortgage issues, ranging from modification, refinance, title issues, servicing problems, short sales, forbearance, and a number of other related topics. The lead position for the Borrower Contact Unit will manage call center staff, provide evaluation of performance, monitor agent metrics and aggregate reporting, and assist the Unit manager with oversight and progression of the group. Person will be energetic, positive, exude leadership, and have strong verbal skills. This position will also be responsible for pulling, monitoring, and evaluating Unit performance metrics to ensure maximum efficiency from staff and the Unit as a whole. Required: 2-3 years call center experience; preferably with consumers; strong analytical skills! and positive leadership personality.Demonstrated experience and subject matter expertise in the following areas:
- Freddie Mac Single Family Loss Mitigation - (at least 3 months experience)
- Making Home Affordable (including HAMP, HARP, HAFA) - (at least 12 months experience)
- Inbound call center experience that focused on addressing inquiries related to MHA and/or Freddie Mac Loss Mitigation (at least 6 months experience)
- Familiarity with consumer compliance laws and regulations (at least months experience)
- Strong Communication Skills (written and spoken, with at least 12 months experience)
- Must be willing to work late shift, if staffing needs require
- Bachelor Degree (such as Communications, Business Administration or similar) preferred, but not required
- Bilingual (Spanish) preferred, but not required
- Call Center Experience with consumers, realtors, attorn! eys, housing counselors and elected officials.
- Knowledge of Lo! ss Mitigation Workstation, Loan Status Manager, WPII, Web Direct, Lotus Notes
- Knowledge of CRM and COD reporting
Freddie Mac is a shareholder-owned company with an important public mission: to make home possible for more of America's families. To do this, we need smart, creative people from diverse backgrounds who want to make a difference in other people's lives as well as their own. We demonstrate our commitment to employees by providing a comprehensive Total Rewards Program. Freddie Mac is an equal opportunity employer who firmly supports and recognizes the value of diversity. EOE, M/F/D/V.
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If you were eligible to this position, please email us your resume, with salary requirements and a resume to Freddie Mac.
If you interested on this position just click on the Apply button, you will be redirected to the official website
This position starts available on: Wed, 27 Mar 2013 11:30:35 GMT