Customer Service Rep

Key Responsibilities

• Provide professional customer service via phone and email to mortgage industry professionals and the public regarding FHA guidelines, policies, and procedures.
• Research and locate accurate information using knowledge management systems and internal resources.
• Respond to customer inquiries in accordance with established procedures and service standards.
• Document customer interactions and resolutions in designated databases and systems.
• Maintain current knowledge of FHA mortgage processes, programs, and policy updates.
• Navigate multiple computer applications and systems simultaneously while effectively managing customer interactions.
• Support a high-quality customer experience through clear communication and problem-solving.

Required Qualifications

• High School Diploma or GED.
• Minimum of two (2) years of mortgage origination experience, such as:
  • Loan Originator
  • Loan Processor
  • Loan Officer
  • Junior Underwriter
  • Similar mortgage lending or origination role
• Minimum of one (1) year of contact center or telephone-based customer service experience.
• Strong written and verbal communication skills.
• Professional telephone etiquette and customer service skills.
• Ability to manage multiple systems and applications efficiently.
• Strong time management, organizational skills, and reliability.
• Keyboarding proficiency of at least 40 words per minute.

Preferred Qualifications

• Knowledge of FHA loan programs, policies, and guidelines.
• Bilingual proficiency in English and Spanish (written and verbal).
• Omnichannel contact center experience.
• Previous experience supporting mortgage lending, underwriting, processing, or loan origination functions.