[Hiring] Single Point of Contact Call Center Agent @U.S. Bank

Role Description

We are seeking a motivated and production driven Single Point of Contact Call Center Agent to join our team. In this role you will manage a high-volume queue, handling 50-60 inbound calls. This role will also include executing outbound call campaigns to connect with customers experiencing financial hardship.

An ideal candidate is an excellent communicator who thrives in high volume, production-based environments, handling inbound and outbound calls while navigating compliance, hitting metrics, and negotiating mutually beneficial loss mitigation solutions.

• Providing borrowers a single point of contact while they are working through a loss mitigation option or in an active foreclosure status.
• Facilitating borrowers' assistance programs by helping them understand options available to them.
• Verbally providing information to borrowers on updates to loss mitigation and foreclosure decisions.
• Acquiring additional information and documentation needed from borrowers for retention and disposition options.
• Studying and abiding by all regulatory and compliance requirements.
• Maintaining optimal productivity levels within the automated dialer system, minimizing idle time between customer contacts.

Qualifications

• High school diploma or equivalent.
• Two to four years of experience in clerical or administrative activities.

Requirements

• Two plus years of experience in Call Center, Collections, Loss Mitigation is strongly preferred.
• Ability to identify and resolve issues/exceptions and interpret/analyze data under limited supervision.
• Comfortable working within a structured schedule and high-volume environment.
• Able to learn and retain a significant amount of mortgage, regulatory, and investor information.
• Detail-oriented because work is subject to QA monitoring.
• Strong verbal communication and ability to simplify complex information for customers.
• Able to quickly reframe an explanation when a customer does not understand the first approach.
• Proficient PC skills, particularly in word processing, spreadsheet, and database software.
• Effective verbal and written communication skills.
• Ability to acclimate to an ever-changing environment.

Benefits

• Healthcare (medical, dental, vision).
• Basic term and optional term life insurance.
• Short-term and long-term disability.
• Pregnancy disability and parental leave.
• 401(k) and employer-funded retirement plan.
• Paid vacation (from two to five weeks depending on salary grade and tenure).
• Up to 11 paid holiday opportunities.
• Adoption assistance.
• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law.