Bilingual Mortgage Servicing Customer Service Representative

Leidos•Albuquerque, NM

1d•$19 - $21

About The Position

Leidos is seeking full-time Bilingual Mortgage Servicing Professionals at the FHA Resource Center in Albuquerque, NM. Our Leidos Mortgage Customer Service team supports the US Department of Housing and Urban Development (HUD), Office of Single-Family Housing in their Mission to create strong, sustainable, inclusive communities and quality affordable homes for all. As a Mortgage Servicing Customer Service Representative, you will make a difference in the lives of others, while expanding your knowledge of Federal Housing Administration (FHA) mortgage policies and procedures. What’s in it for you? Monday - Friday schedule with no weekend work. Access to benefits on day one, including medical and dental insurance, 401K, Life, AD&D, and Voluntary Disability plans. Immediate and ongoing training to support your success. Discounted Leidos stock purchase and other Employee Discounts. Company-wide career mobility. Company-sponsored Public Trust eligibility upon hire. Voluntary overtime may be available based on business needs. Paid Time Off (PTO) accrued based on Leidos policy, up to 15 days a year. 11 paid holidays per year. Mortgage Servicing opportunities available: Full-time (30 - 40 hours a week). 9:35 am – 6:05 pm MT in Albuquerque, NM (subject to change based on customer needs). As a Mortgage Servicing Customer Service Representative, you will: Provide excellent customer service, answering a variety of calls and emails from the mortgage servicing industry and the public on FHA guidelines and procedures. Use your knowledge of mortgage servicing to locate answers in a knowledge database to acknowledge client’s requests. Follow standard operating procedures for various topics, systems, and contact channels. Document all of your contacts in a database. Keep up to date on FHA mortgage processes and procedures.

Requirements

High School diploma or General Educational Development (GED) certificate.
Minimum of 2 years of mortgage servicing work history (e.g. loan servicing specialist, loss mitigation specialist).
Minimum of 1 year of contact center experience or telephone customer service experience.
Ability to obtain a Public Trust Security clearance, which includes a credit check and background investigation.
Bilingual in English and Spanish - verbal and written.
The capability to navigate multiple computer systems and applications, and utilize search tools to provide information to our clients.
Excellent time management skills and dependability.
Strong written and verbal communication skills, including telephone etiquette.
Keyboarding proficiency of at least 40 words per minute.

Nice To Haves

FHA knowledge/experience.
Contact Center experience (omnichannel).

Responsibilities

Provide excellent customer service, answering a variety of calls and emails from the mortgage servicing industry and the public on FHA guidelines and procedures.
Use your knowledge of mortgage servicing to locate answers in a knowledge database to acknowledge client’s requests.
Follow standard operating procedures for various topics, systems, and contact channels.
Document all of your contacts in a database.
Keep up to date on FHA mortgage processes and procedures.