Single Point of Contact Call Center Agent

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 Responsibilities:

• 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, age, sexual orientation, gender identity, disability or veteran status, and other factors protected under applicable law.

E-Verify

U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program.

The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, U.S. Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401(k) contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $20.00 - $22.50

U.S. Bank will consider qualified applicants with arrest or conviction records for employment. U.S. Bank conducts background checks consistent with applicable local laws, including the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act as well as the San Francisco Fair Chance Ordinance. U.S. Bank is subject to, and conducts background checks consistent with the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA). In addition, certain positions may also be subject to the requirements of FINRA, NMLS registration, Reg Z, Reg G, OFAC, the NFA, the FCPA, the Bank Secrecy Act, the SAFE Act, and/or federal guidelines applicable to an agreement, such as those related to ethics, safety, or operational procedures.

Applicants must be able to comply with U.S. Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies.

Posting may be closed earlier due to high volume of applicants.