Single Point of Contact Call Center Agent

This is a fully remote position, open to applicants in Kentucky, +2 more states.

📋 Description

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

• Conduct outbound call initiatives to engage with customers facing financial difficulties.

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

• Assist borrowers in understanding available assistance programs and options.

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

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

• Comprehend and comply with all regulatory and compliance mandates.

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

⛳️ Requirements

• High school diploma or equivalent qualification.

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

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

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

• Comfortable operating within a structured schedule and a high-volume work environment.

• Capable of learning and retaining extensive information regarding mortgages, regulations, and investor requirements.

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

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

• Quick to reframe explanations when customers do not grasp the initial information provided.

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

• Effective verbal and written communication abilities.

• Adaptable to a consistently evolving environment.

• Committed to adhering to U.S. Bank policies and procedures, including the Code of Ethics and Business Conduct and relevant workplace conduct and safety standards.

🏝️ Benefits

• Healthcare options including medical, dental, and vision coverage.

• Basic term and optional term life insurance.

• Short-term and long-term disability coverage.

• Pregnancy disability and parental leave provisions.

• 401(k) plan with employer-funded retirement benefits.

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

• Up to 11 paid holiday opportunities annually.

• Adoption assistance services.

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

• Incentive and recognition programs available.

• Equity stock purchase options.

• 401(k) contributions and pension plans.