Customer Contact Center Senior Underwriter - Dallas, TX or McLean, VA

At Freddie Mac, our mission of Making Home Possible is what motivates us, and it’s at the core of everything we do. Since our charter in 1970, we have made home possible for more than 90 million families across the country. Join an organization where your work contributes to a greater purpose.

Position Overview:

The primary responsibility for the Customer Support Contact Center Senior role is to provide excellent customer service to support Freddie Mac’s Loan Product Advisor, mortgage products and technology offerings. The individual must have a customer centric mindset to resolve customer inquiries while leveraging call center technology. The representative will provide customer insights management and collaborate with cross functional teams to improve the overall customer experience.

Our Impact:

The Customer Support Contact Center (CSCC) is the front-line support that provides business, policy and technical support to Freddie Mac customers using Loan Advisor Suite web-based applications, including Seller/Servicer guides. The CSCC handles a broad range of topics across four main subject areas: Loan Origination, Underwriting, Loan Delivery, and Loan Servicing. The CSCC serves as the account manager for over 1,700 customers ranging from Sellers, Servicers, and Third-Party Originators.

Your Impact:

• Contact Center Professional will handle a broad range of topics across the Loan Product Advisor discipline.

• Contact Center Professional will have special knowledge of underwriting policies, procedures, and standards including the Freddie Mac Seller/Servicer Guide.

• Provides resolution to an extensive range of complicated problems with solutions that are innovative, thorough, and practical.

• Works under limited direction  independently determines and develops approach to solutions.

• Work is evaluated upon completion for adequacy in satisfying objectives.

• Represents the organization as the principal customer contact on contracts and often performs project leadership role.

• Interacts with senior customer personnel on significant technical matters that may require frequently requiring coordination across organizational lines.

Qualifications:

• Bachelor’s degree and/or equivalent job experience

• Minimum 8 years mortgage origination underwriting experience

• Proficient in standard concepts, practices, and procedures of loan processing/origination

• Strong interpersonal skills, active listening with the ability to show empathy.

• Effective oral and written communication skills

• Excellent analytical, research and problem-solving skills

• Familiar with Loan Product Advisor AUS (preferred)

• Previous experience with Salesforce CRM system (preferred)

Keys to Success in this Role:

• Self-starter and self-motivated.

• Ability to work and collaborate effectively in a team environment.

• Sense of urgency and able to apply risk-based approach to prioritize work.

• Capability Capacity to function well in a fast-paced dynamic environment with competing priorities.

• Proficient in communicating clearly, effectively, persuasively with external customers and business stakeholders.

• Motivated to learn new technologies and identify process improvements and efficiencies.

• Ability to adapt to change while continuing to deliver on assigned objectives.

• Ability to effectively communicate with internal and external customers.

• Strong verbal and written communication skills.

• Spanish speakers are encouraged to apply.

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

We consider all applicants for all positions without regard to gender, race, color, religion, national origin, age, marital status, veteran status, sexual orientation, gender identity/expression, physical and mental disability, pregnancy, ethnicity, genetic information or any other protected categories under applicable federal, state or local laws. We will ensure that individuals 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.

A safe and secure environment is critical to Freddie Mac’s business. This includes employee commitment to our acceptable use policy, applying a vigilance-first approach to work, supporting regulatory mandates, and using best practices to protect Freddie Mac from potential threats and risk. Employees exercise this responsibility by executing against policies and procedures and adhering to privacy & security obligations as required via training programs.

CA Applicants:  Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

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 www.BountyJobs.com and register with our referral code: MAC.

Time-type:Full time

FLSA Status:Non-Exempt

Freddie Mac offers a comprehensive total rewards package to include competitive compensation and market-leading benefit programs. Information on these benefit programs is available on our Careers site.

This position has an annualized market-based salary range of $82,000 - $124,000 and is eligible to participate in the annual incentive program. The final salary offered will generally fall within this range and is dependent on various factors including but not limited to the responsibilities of the position, experience, skill set, internal pay equity and other relevant qualifications of the applicant.