Mortgage Customer Service Representative

TEKsystems•Indianapolis, IN

3d•$22 - $23•Onsite

About The Position

This is a Contract to Hire position based out of Indianapolis, IN. The role involves assisting renters, tenants, and property managers by providing resources and referrals to meet their rental needs. You may also assist homebuyers and homeowners with requests related to purchasing and owning a home. This team will be taking calls from people being evicted or people who are homeless and looking for resources, so empathy is a must. The position handles inbound calls on multifamility rental requests including tenant complaints, provides information and resources to customers to deliver customer service excellence, uses a knowledge base to answer customer requests, and documents customer phone communications in an internal database. The CSR rep would only need to have mortgage background (FHA, conventional, VA, etc.), with FHA preferred but not required. A successful candidate needs knowledge of loan terminology and processes, so they understand what the lending industry client is requesting and can ask clarifying questions if needed. The CSR would then look this information up in a Knowledge Base and provide it to the caller. Some FHA lenders have their own loan requirements which are more restrictive than FHA, so it is stressed to only use FHA approved FAQs for accuracy. This role acts as a liaison between the government, public, and industry with the US Department of Housing and Urban Development, handling HUD/FHA inquiries. Responsibilities include providing assistance with mortgage lenders on how to become FHA approved and supporting lenders with their re-certification requirements, answering inquiries with underwriting guidelines for Federal Housing Administration for mortgages and property requirements for insurance, supporting in all areas of using FHA Connection online website to assist lenders with insuring their mortgages and maintaining the servicing of their loans, interacting with all aspects of a HUD home from how to purchase, status of properties, realtors to be HUD approved and their re-certification requirements, assisting real estate appraisers with FHA guidelines support and requirements to be FHA Approved, and helping non-profits and governmental entities with support of programs offering to the public for their housing needs and HUD’s requirements to become HUD approved. Aid callers with their housing needs from homeless, to rental assistance, to purchasing a home for the first time.

Requirements

1+ year of Mortgage Origination experience
Call Center experience
Customer Service experience
Must be able to obtain HUD Central Public Trust. Needs to be fully adjudicated before they can start.
Be able to work until 8:00pm starting out (for Mortgage CSR)
2+ years of mortgage experience (loan processor, junior underwriter, loan officer, loan servicing, loss mitigation specialist, etc.) (for Mortgage CSR)
HS Diploma or GED (for Mortgage CSR)
Knowledge of loan terminology and processes.
Ability to use FHA approved FAQs for accuracy.
Ability to use FHA Connection online website.

Nice To Haves

FHA mortgage experience preferred.

Responsibilities

Assist renters, tenants, and property managers by providing resources and referrals to meet their rental needs.
Assist homebuyers and homeowners with requests related to purchasing and owning a home.
Take calls from people being evicted or people who are homeless and looking for resources.
Field phone calls on multifamility rental requests including tenant complaints.
Provide information and resources to customers to deliver customer service excellence.
Use knowledge base to answer customer requests.
Document customer phone communications in an internal database.
Provide assistance with mortgage lenders on how to become FHA approved lender and support lenders with their re certification requirements.
Answer inquires with underwriting guidelines for Federal Housing Administration for mortgages and property requirements for insurance.
Support in all areas of using FHA Connection online website to assist lenders with insuring their mortgages and maintaining the servicing of their loans.
Interact with all aspects of a HUD home from how to purchase, status of properties, realtors to be HUD approved and their re certification requirements.
Assist real estate appraisers with FHA guidelines support and requirements to be FHA Approved.
Help non-profits and governmental entities with support of programs offering to the public for their housing needs and HUD’s requirements to become HUD approved.
Aid callers with their housing needs from homeless, to rental assistance, to purchasing a home for the first time.