[Hiring] FHA Mortgage Customer Service Representative @Challenge Unlimited

Role Description

We are building a team of customer service representatives for a federal contact center that answers questions about FHA-insured home loans. The people who contact the center are homebuyers, homeowners, lenders, real estate agents, appraisers, and housing counselors. They reach us by phone, email, chat, text, and the web.

• Answer inbound calls, emails, chats, and text messages from consumers and mortgage industry professionals about FHA mortgage programs.
• Explain FHA loan programs, eligibility, the application process, and where to find program guidance.
• Help lenders, appraisers, and other industry users with account access and system questions.
• Find answers in the knowledge base and HUD guidance, providing every caller with the same accurate information.
• Record every contact in Salesforce, and create and update service requests.
• Transfer complex cases to the right HUD/FHA specialist with the full history attached.
• Process inbound mail requests and send out booklets, forms, and other program literature.
• Help homeowners who call under stress, including after a natural disaster or financial hardship, with patience and discretion.
• Protect the personal and financial information of every caller under federal privacy and security rules.
• Meet quality targets for first contact resolution, accuracy, and response time, and take part in regular coaching.
• Complete the required HUD security, privacy, and program training each year.

Qualifications

• High school diploma or GED; two or more years of college, or an associate degree or higher preferred.
• At least two years of customer service experience by phone; experience with email and chat preferred.
• Clear written and spoken English; a short writing test will be administered.
• Computer skills, web research skills, and typing of at least 40 words per minute.
• The ability to pass a federal background check and a public trust investigation before starting.

Requirements

• Three or more years of mortgage or real estate experience (e.g., loan officer, loan processor, underwriter, closer, post-closing, mortgage servicing, loss mitigation, mortgage call center, title and escrow, or licensed real estate agent).
• Working knowledge of FHA loans; knowledge of VA, USDA, or conventional loans is also helpful.
• A current or past NMLS license is a plus.
• Spanish and English fluency is a plus.
• Experience with Salesforce or another case management system is a plus.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Life Insurance (Basic & AD&D)
• 401(k) Plan
• Paid Time Off (Vacation, Sick, & Holidays)
• Short Term Disability

Company Description

At Challenge Unlimited, our vision is to become a national leader in providing employment services to people with disabilities that empower them to reach their full potential. We intentionally provide opportunities for individuals with disabilities which will assist them to live, work, and participate in the community.

Challenge Unlimited is driven by its core values: community, helpfulness, abilities, leadership, learning, ethics, innovation, growth, and effective outcomes. It is these values that have powered Challenge Unlimited to its success and has helped over 600 disabled individuals find meaningful work across all of our locations.