Position Overview:

Do you have a curiosity about a career in Human Resources and not sure where to start?  If you are inquisitive, have a passion for learning new skills and technology, and have a customer centric attitude, then we are your next destination employer. Join our inquiry resolution team as a HR Connect+ Experience Associate.

Our Impact:

The main responsibilities for this role will be resolving employee inquiries using call center technology.  This includes being a part of the HR Connect+ team which consists of answering Freddie Mac employees calls and online inquiry submission concerning HR topics (including but not limited to benefits, HRIS, payroll, time tracking, performance management, recruiting, and training).

This will require learning HR policies & procedures, navigating the HR website to find answers, and heavily interact with partners across Human Resources to learn about HR.  You will also provide HR expertise and guidance in a timely manner while also calling out issues to the appropriate HR specialist when necessary.  Central to this role is to 1) resolve inquiries while 2) ensuring a customer centric approach.  This role will exposure you to all facets of HR with the development of an innovative services platform to position us for the workforce of the future, while also communicating with Freddie Mac employees.

Your Impact:

Customer Interaction

• Must be available to answer calls during core business hours (8:30-5pm ET).  When breaks or lunch are taken must ensure others are available to take calls

• Answer employee and manager questions via phone or online in a clear, concise, and timely manner

• Log all inquiries in the service center tracking tool (ServiceNow)

• Ask appropriate probing questions to ensure we have all the information necessary to solve the problem/issue

• Use judgement to determine the best course of action for an inquiry (escalations vs direct response)

• When answers are not easily available, research the issue to be able to either provide the necessary information to the customer or raise the question to the appropriate specialist

Building Partnerships

• Follow up with HR specialists on issues that have been raised to ensure they are closed out in a timely manner and customer is satisfied

• Exercise good judgment and discretion when accessing highly confidential data

• Ability to develop partnerships inside and outside of Human Resources

Qualifications:

• Typically 1-2 years of related experience

• Customer Service experience

• Excellent customer service & communication skills (oral and written)

Key to Success in This Role:

• Good judgment and discretion

• Positive attitude & customer centric approach

• Interest in a career within HR

• Ability to adapt to change and remain flexible

• Customer Service Experience

• Strong organizational skills

• Call center experience

• Sensitivity to deadlines

• High level of attention to detail

• Ability to deliver prompt and high-quality customer service

• HR Experience

At Freddie Mac, our inclusive and diverse culture drives our success and makes us a stronger company. Collectively, we are both leaders and collaborators who work together to meet our mission of Making Home Possible for families across the U.S.

Apply now and learn why there’s #MoreAtFreddieMac!

Current Freddie Mac employees please apply through the internal career site.

Today, Freddie Mac makes home possible for one in four home borrowers and is one of the largest sources of financing for multifamily housing. Join our smart, creative and dedicated team and you’ll do important work for the housing finance system and make a difference in the lives of others.

We are an equal opportunity employer and value diversity and inclusion at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status or any other characteristic protected by applicable law. We will ensure that individuals with differing abilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

CA Applicants:  Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Notice to External Search Firms: Freddie Mac partners with BountyJobs for contingency search business through outside firms. Resumes received outside the BountyJobs system will be considered unsolicited and Freddie Mac will not be obligated to pay a placement fee. If interested in learning more, please visit www.BountyJobs.com and register with our referral code: MAC.

Time-type:Full time

FLSA Status:Non-Exempt

Freddie Mac offers a comprehensive total rewards package to include competitive compensation and market-leading benefit programs. Information on these benefit programs is available on our Careers site.

This position has an annualized market-based salary range of $52,000 - $78,000 and is eligible to participate in the annual incentive program. The final salary offered will generally fall within this range and is dependent on various factors including but not limited to the responsibilities of the position, experience, skill set, internal pay equity and other relevant qualifications of the applicant.