Mortgage Origination Customer Service Rep

TEKsystems•Indianapolis, IN

1d•$27 - $27•Onsite

About The Position

The CSR rep would only need to have mortgage background. It could be FHA, conventional, VA, etc. It is preferred if they have FHA, 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 we stress the requirement to only use FHA approved FAQs for accuracy. This role involves inbound call center handling HUD/FHA inquiries as a liaison between the government, public, and industry with the US Department of Housing and Urban Development. Responsibilities include providing assistance with mortgage lenders on how to become FHA approved lender and support 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, 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, and aiding callers with their housing needs from homeless, to rental assistance, to purchasing a home for the first time.

Requirements

Mortgage background (FHA, conventional, VA, etc.)
Knowledge of loan terminology and processes.
Ability to look up information in a Knowledge Base.
Ability to work until 8:00 pm starting out.
2+ years of mortgage experience (loan processor, junior underwriter, loan officer, loan servicing, loss mitigation specialist, etc.).
HS Diploma or GED.
Attendance: No more than 4 tardies and/or unscheduled absences in a rolling 12-month period.
Service Level: More than 82.5% of calls handled within 20 seconds.
Abandonment Rate: Less than 2% of callers abandon while waiting.
Average Handle Time: 6 minutes or less.
Adherence: More than 96% schedule adherence.
Call Quality: Average call monitoring score of 94% or higher.
Escalation Errors: Average error rate of 3% or less.

Nice To Haves

FHA experience preferred, but not required.

Responsibilities

Handle inbound calls regarding HUD/FHA inquiries.
Act as a liaison between the government, public, and industry with the US Department of Housing and Urban Development.
Provide assistance to mortgage lenders on how to become FHA approved and support their re-certification requirements.
Answer inquiries regarding underwriting guidelines for Federal Housing Administration for mortgages and property requirements for insurance.
Support lenders in using the FHA Connection online website for insuring mortgages and maintaining loan servicing.
Interact with callers regarding all aspects of HUD homes, including purchasing, property status, and realtor approval/re-certification.
Assist real estate appraisers with FHA guidelines and approval requirements.
Help non-profits and governmental entities with HUD programs and requirements.
Aid callers with various housing needs, including homelessness, rental assistance, and first-time home purchases.