Senior Contact Center Agent, Consumer Assistance Network

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.

Your Impact:

Every interaction you have directly impacts homeownership outcomes for consumers at pivotal moments in their lives. Whether you're helping a first-time homebuyer get financial education through our CreditSmart offering, demystifying foreclosure alternatives for a homeowner facing hardship, or repairing borrower-servicer relationships, your work makes homeownership more accessible and sustainable.

You'll work within a supportive, tenured, and close-knit team environment where knowledge sharing and collaboration are valued. Your research and insights from complex cases help elevate the entire team's expertise, creating a ripple effect that benefits countless consumers. The role offers meaningful work-life balance including shift flexibilities while serving consumers during peak inquiry hours.

Qualifications:

• 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.

You thrive in a structured environment where reliability and consistency are valued, yet remain adaptable to handle diverse consumer needs and evolving support topics. You grow personally and professionally by seeking out constructive feedback and testing out new approaches. Success requires approaching each interaction with professionalism and patience, whether supporting first-time buyers or homeowners facing financial hardships.

Strong performers demonstrate initiative in continuous learning, contribute to team knowledge sharing, and maintain composure while addressing complex or emotionally charged situations. You'll excel if you're passionate about homeownership and motivated by helping others navigate personal and financial challenges.

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.