Senior Contact Center Agent, Consumer Assistance Network

Freddie Mac

Senior Contact Center Agent assisting consumers navigating the mortgage process at Freddie Mac. Providing phone and email support while collaborating with a close-knit team of experts.

Posted 6/3/2026full-timeMcLean • Texas, Virginia • 🇺🇸 United StatesSenior💰 $82,000 - $124,000 per yearWebsite

About the role

Key responsibilities & impact

Serve as the primary point of contact for consumers navigating the mortgage process
Provide empathetic, consultative assistance via inbound calls on mortgage-related topics
Respond to written consumer requests with detailed, helpful guidance
Take initiative to develop new skills and domain knowledge
Conduct follow-up outbound calls to assist case managers with complex or long-standing consumer issues
Collaborate with colleagues to identify and drive improvements to the consumer experience

Requirements

What you’ll need

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

Benefits

Comp & perks

comprehensive total rewards package
competitive compensation
market-leading benefit programs

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

CRM systemsmortgage industry knowledgeloan servicingFreddie Mac's Seller/Servicer Guideroot cause analysisresearch skillsgenerative AIchatbots

Soft Skills

empathetic assistanceconsultative assistanceverbal communicationwritten communicationanalytical skillsexplanation of complex conceptsreliabilityprofessional demeanor