Single Point of Contact Call Center Agent at U.S. Bank

Job description

At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One. Job 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 manager a high-volume queue, handing 50-60 inbound calls. This role will also include activity executing outbound calls campaigns to connect with customer experience financial hardship. An ideal candidate is a 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. Key Responsibilitie s: Providing borrowers a single point of contact while the borrower is working through a loss mitigation option or in an active foreclosure status. Facilitates borrowers' assistance programs by helping them understand options available to them. Verbally provides information to borrowers on updates to loss mitigation and foreclosure decisions. Acquires additional information and documentation needed from borrowers for retention and disposition options. Studies and abides by all regulatory and compliance requirements. Maintain optimal productivity levels within automated dialer system, minimizing idle time between customer contact Basic Qualifications High school diploma or equivalent Two to four years of experience in clerical or administrative activities Preferred Skills/Experience Two plus years of experience in Call Center, Collections, Loss Mitigation, experience 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 word processing, spreadsheet and data base software Effective verbal and written communication skills Ability to acclimate to an ever changing environment Location expectations This role is designated as U.S. home-based remote. If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants . Benefits: Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following: 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 Review our full benefits available by employment status here . U.S. Bank is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin,