Customer Contact Center Manager

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:
The CSCC Manager represents their team of Underwriters to stakeholders within Freddie Mac and builds relationships. The CSCC Manager will become known internally at Freddie Mac as a source of rich customer insights due to their ability to analyze, identify trends and areas where service can be improved for customers. The CSCC provides business, policy and technical support to Freddie Mac customers using Freddie Mac proprietary technology. We are the initial point of contact for all Sellers, Servicers, and Third-Party Originators who have questions about Freddie Mac products and services.
Our Impact:
Our team is the front line of customer service and responsible for creating a positive customer experience and positive image of Freddie Mac.
Your Impact:
In this role, you will be leading an experienced group of professionals daily efforts to deliver outstanding customer service! You will be expected to drive performance and process improvement while providing guidance to your team members daily activities.
  • Collaborate with your peers to solve complex customer issues
  • Partner with internal and external teams to coordinate training, communications, and related issues
  • Form relationships with internal and external partners
  • Manage day to day activities to achieve department goals daily, weekly and monthly
  • Implement various new tools and strategies to support customer activities
  • Lead an experienced group of professionals daily efforts to deliver outstanding customer service. Drive performance and process improvement while providing guidance to your team members daily activities.
  • Implement various new tools and strategies to support customer activities
Qualifications
  • Bachelor's degree or equivalent.
  • 8-10 years related experience and 2+ years people management experience.
  • Underwriting background and knowledge
  • Strong Contact/Call Center leadership skills
  • Effective written and verbal communication skills.
  • Strong organizational skills, teamwork driven and customer/results oriented.
Keys to Success in this Role:
  • Expert familiarity of Freddie Mac Selling Guide
  • Excellent analytical skills, ability to quickly understand complex problems and scenarios and recommend solutions
  • Intermediate user of Microsoft Word, Excel and PowerPoint
  • Strong coaching and development skills


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

Time-type:Full time

Job Category:Operations

FLSA Status:Exempt

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