Freddie Mac Jobs in Hagerstown – Workforce Solutions, Associate II

Job Description:

Do you have an interest in 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 mindset, then we are your next destination employer. Apply today to join our inquiry resolution team as a HR Connect Experience Associate II. The primary responsibilities for this role will be resolving employee inquiries leveraging 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).

Job Responsibilities:

• Must be available to answer calls during core business hours (9-5pm 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
• 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 escalate the question to the appropriate specialist
• Follow up with HR specialists on issues that have been escalated 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
• Identify real-time inquiry trends and provide feedback to other departments if multiple calls are received on the same topic
• Coordinate back up coverage for call and chat support during short staffing to ensure customers are adequately supporting during business hours
• Provide recommendations for process improvements
• Ability to use data to help inform strategy and direction
• May include other duties as assigned

Job Requirements:

• 2-3 years of related experience
• HR Experience
• Customer Service Experience
• Excellent customer service & communication skills (oral and written)
• Good judgment and discretion
• Positive attitude & customer centric mindset
• Ability to adapt to change and remain flexible
• Experience with call center technology
• Strong organizational skills
• Call center experience
• Sensitivity to deadlines
• High level of attention to detail
• Ability to deliver prompt and high-quality customer service

Job Details:

Company: Freddie Mac

Vacancy Type: Full Time

Job Functions: Information Technology

Job Location: Hagerstown, MD, US

Application Deadline: N/A

Apply Here

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