Senior Contact Center Agent, Consumer Assistance Network

Requirements

• 5-7 years of customer service or call center experience
• Proven experience using CRM systems to document customer interactions
• Strong phone-based customer support background
• Mortgage industry knowledge, particularly in loan servicing
• Experience interpreting Freddie Mac's Seller/Servicer Guide
• Exceptional verbal and written communication abilities
• Strong analytical and root cause analysis capabilities
• Research skills to investigate call topics and share insights with team members
• Ability to explain complex mortgage concepts in clear, understandable terms
• Reliability and professional demeanor in all consumer interactions
• Familiarity with generative AI, including chatbots, in a professional environment
• Keys to Success in this Role:
• The ideal candidate brings genuine curiosity and empathy, naturally asking probing questions to understand the real issues behind consumer inquiries. You take pride in thorough research and enjoy sharing discoveries with teammates to elevate collective knowledge.
• 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 disab

Additional Information

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: Join Freddie Mac's close-nit and experienced Consumer Assistance Network (CAN) team as a Senior Customer Contact Center representative. You'll serve as the primary point of contact for "consumers" navigating the mortgage process including home seekers, homeowners, realtors, and Real Estate Owned (REO) professionals such as property maintenance contractors, listing brokers, and foreclosure attorneys. On the front line of consumer support, your responsibilities include: Phone Support (75%): Provide empathetic, consultative assistance via inbound calls on mortgage-related topics Email Support (10%): Respond to written consumer requests with detailed, helpful guidance Learning & Development (10%): Take initiative to develop new skills and domain knowledge Special Projects (5%): Collaborate with colleagues to identify and drive improvements to the consumer experience You'll address common inquiry categories including investor verification ("Does Freddie Mac own my loan?"), borrower notification letter questions ("Why did I receive this letter?" Or "How do I know who to pay?"), general loan servicing support ("Can I request removal of PMI?"), foreclosure prevention options, and REO purchase process guidance. As a senior team member, you will conduct follow-up outbound calls to assist case managers with complex or long-standing consumer issues in addition to handling inbound calls and emails. Our Impact: The Consumer Assistance Network (CAN) has a direct impact in assisting complex customer issues and escalations. CAN plays a critical role in supporting our mission to serve our homebuyers, homeowners, and renters. CAN works closely with internal and external business partners and manages sensitive and potentially high profile issues until resolution.

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