Single Point of Contact Call Center Agent

U.S. Bank

. Manage a high-volume queue, handling 50–60 inbound calls .

Posted 10/30/2026full-timeRemote • United StatesJuniorMid-Level💰 $20 - $23 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing high-volume call queues and providing borrowers with comprehensive support during loss mitigation and foreclosure processes. Proficient in regulatory compliance and effective communication to simplify complex information for customers.

Highest-signal resume keywords

Call Center ExperienceLoss Mitigation ExpertiseRegulatory Compliance KnowledgeStrong Verbal CommunicationDetail-Oriented Approach

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Clerical SkillsData AnalysisMortgage KnowledgeDocumentation ManagementProblem Resolution

Soft Skills

Effective CommunicationAdaptabilityCustomer Service OrientationAttention to Detail

Tools & Technologies

Automated Dialer SystemWord Processing SoftwareSpreadsheet SoftwareDatabase Software

Industry Keywords

Financial HardshipForeclosureAssistance ProgramsQuality Assurance MonitoringU.S. Bank Policies

About the role

Key responsibilities & impact

Manage a high-volume queue, handling 50–60 inbound calls
Execute outbound call campaigns to connect with customers experiencing financial hardship
Provide borrowers a single point of contact while they work through a loss mitigation option or are in active foreclosure status
Facilitate borrowers’ assistance programs by helping them understand available options
Verbally provide borrowers with updates to loss mitigation and foreclosure decisions
Acquire additional information and documentation needed from borrowers for retention and disposition options
Study and abide by all regulatory and compliance requirements
Maintain optimal productivity levels within an automated dialer system while minimizing idle time between customer contacts

Requirements

What you’ll need

High school diploma or equivalent
Two to four years of experience in clerical or administrative activities
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
Ability to comply with U.S. Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies

Benefits

Comp & perks

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
Incentive and recognition programs
Equity stock purchase
401(k) contribution and pension