Call Center Agent

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

📋 Description

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

• Carry out outbound calling campaigns to engage with customers facing financial difficulties.

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

• Assist borrowers in understanding available assistance programs and options.

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

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

• Familiarize yourself and comply with 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 experience is highly preferred.

• Ability to identify and resolve issues/exceptions while interpreting and analyzing data with minimal supervision.

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

• Capable of learning and retaining substantial amounts of mortgage, regulatory, and investor information.

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

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

• Able to swiftly adjust explanations if a customer does not understand the initial approach.

• Proficient in PC skills, especially in word processing, spreadsheet, and database software.

• Effective verbal and written communication abilities.

• Adaptable to an ever-changing environment.

• Applicants must adhere to U.S. Bank policies and procedures, including the Code of Ethics and Business Conduct, as well as related workplace conduct and safety policies.

🏝️ Benefits

• Healthcare coverage (medical, dental, vision).

• Basic term life and optional term life insurance.

• Short-term and long-term disability coverage.

• Pregnancy disability and parental leave.

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

• Paid vacation ranging from two to five weeks based on salary grade and tenure.

• Up to 11 paid holidays throughout the year.

• Adoption assistance offered.

• Sick and Safe Leave accruals of one hour for every 30 hours worked, up to 80 hours per calendar year unless otherwise stipulated by law.

• Incentive and recognition programs available.

• Equity stock purchase opportunities.

• 401(k) contributions and pension plans.