Onsite Customer Service Representative

Job Responsibilities:

• Respond to inbound calls, emails, live chat and voice mails.
• Possess knowledge of the mortgage origination process to be able to identify, understand and categorize the caller’s request, so that accurate and complete information is provided in response.
• Utilize a web-based knowledge database to answer policy questions and general questions from the lending industry on FHA mortgage programs.
• Utilize the FHA Connection help guide (web-based application) and the knowledge database to trouble shoot issues with the FHA Connection system.
• Utilize other HUD, web-based systems (i.e. SAMS and SFISnet) to assist appropriate callers.
• Enter accurate and detailed information in a Customer Relationship Management application summarizing caller contact data, data about the nature of the request and whether or not a referral was provided.
• Warm transfer calls that cannot be resolved to the applicable Homeownership Center (HOC).
• Handle back-up calls from the general public.
• Perform miscellaneous job-related duties as assigned

Compensation:

$17.20/hr + $4.41 of fringe payment. Recruiter can talk through this in more detail.

Exact compensation may vary based on several factors, including skills, experience, and education.

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.