Mortgage Customer Service Representative

TEKsystems•Albuquerque, NM

3d•$22 - $23•Onsite

About The Position

This 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. The team handles calls from individuals facing eviction or homelessness, requiring a high degree of empathy. Responsibilities include fielding phone calls on multifamily rental requests, providing information and resources to customers, using a knowledge base to answer requests, and documenting customer communications in an internal database. The CSR will act as a liaison between the government, public, and industry with the US Department of Housing and Urban Development, handling HUD/FHA inquiries. This includes providing assistance to mortgage lenders on how to become FHA approved and supporting their re-certification requirements, answering inquiries about underwriting guidelines for Federal Housing Administration mortgages and property requirements for insurance, and supporting the use of the FHA Connection online website for insuring mortgages and loan servicing. The role also involves interacting with all aspects of a HUD home, from purchasing to property status, and assisting real estate appraisers with FHA guidelines and requirements. Additionally, the CSR will help non-profits and governmental entities with programs for public housing needs and HUD approval, and aid callers with their housing needs ranging from homelessness to rental assistance to first-time home purchases.

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 requirement)
2+ years of mortgage experience (loan processor, junior underwriter, loan officer, loan servicing, loss mitigation specialist, etc.)
HS Diploma or GED (for Mortgage requirement)
Knowledge of loan terminology and processes.
Ability to use FHA approved FAQs for accuracy.
Attendance: CSRs are expected to arrive to work as scheduled, on time, alert and prepared to start work. CSRs will accrue no more than 4 tardies and/or unscheduled absences in a rolling 12 month period.
Service Level: More than 82.5% of calls handled by CSRs will be answered within 20 seconds.
Abandonment Rate: Less than 2% of callers will abandon while waiting in the CSR queue.
Average Handle Time: CSRs will maintain an AHT (total time for processing a call, including talk time and after call work) of 6 minutes or less.
Adherence: CSRs will maintain schedule adherence of more than 96%.
Call Quality: CSRs will maintain an average call monitoring score of 94% or higher.
Escalation Errors: CSRs will maintain an average error rate of 3% or less.

Nice To Haves

Bilingual in Spanish
FHA experience preferred
2 years of property management experience
1 year of contact center experience or telephone customer service experience (think receptionist, admin, etc.)

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.
Field phone calls on multifamily 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.