Call Center Agent

This is a fully remote position, open to applicants in Ohio.

📋 Description

• Oversee a high-volume queue, managing 50–60 incoming calls.

• Implement outbound calling campaigns to engage customers facing financial difficulties.

• Serve as a single point of contact for borrowers navigating loss mitigation options or active foreclosure situations.

• Assist borrowers in understanding available assistance programs and options.

• Provide borrowers with verbal updates regarding loss mitigation and foreclosure decisions.

• Gather additional information and documentation from borrowers for retention and disposition options.

• Familiarize yourself with and adhere to all regulatory and compliance standards.

• Maintain high productivity levels within an automated dialing system, reducing idle time between customer interactions.

⛳️ Requirements

• High school diploma or equivalent is required.

• Two to four years of experience in clerical or administrative roles.

• A minimum of two years in Call Center, Collections, or Loss Mitigation is strongly preferred.

• Capable of identifying and resolving issues and interpreting/analyzing data with minimal supervision.

• Comfortable working within a structured schedule and in a high-volume setting.

• Ability to learn and retain extensive mortgage, regulatory, and investor information.

• Detail-oriented, as work is subject to quality assurance monitoring.

• Strong verbal communication skills with the ability to simplify complex information for customers.

• Capable of quickly rephrasing explanations if a customer does not initially understand.

• Proficient in PC skills, particularly in word processing, spreadsheets, and database software.

• Effective verbal and written communication abilities.

• Ability to adapt to a constantly changing environment.

• Applicants must comply with U.S. Bank policies and procedures, including the Code of Ethics and Business Conduct and associated workplace conduct and safety policies.

🏝️ Benefits

• Healthcare (medical, dental, vision).

• Basic term and optional term life insurance.

• Short-term and long-term disability coverage.

• Pregnancy disability and parental leave.

• 401(k) and employer-funded retirement plan.

• Paid vacation ranging from two to five weeks based 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 mandated by law.

• Incentive and recognition programs.

• Equity stock purchase options.

• 401(k) contributions and pension plan.