Senior Contact Center Agent, Consumer Assistance Network
$82,000–$124,000 year
On-site · Dallas, Texas, United States or McLean, Virginia, United States
Job Summary
Senior Contact Center Agent responsible for inbound phone support, email guidance, and cross-functional learning projects within Freddie Mac's Consumer Assistance Network. Handles mortgage-related inquiries (loan servicing, PMI, foreclosure options, REO guidance), conducts outbound follow-ups for complex cases, and collaborates on improving the consumer experience. Requires extensive customer service experience, mortgage domain knowledge, strong communication and analytical skills, and ability to explain complex mortgage concepts.
Required Qualifications
- 5-7 years of customer service or call center experience
- CRM systems experience
- Mortgage industry knowledge, particularly in loan servicing
- Strong verbal and written communication
- Ability to explain complex mortgage concepts
- Reliability and professional demeanor
- Familiarity with generative AI in a professional environment
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