Mortgage Servicing - Customer Service Representative

Leidos•Indianapolis, IN

3d•Onsite

About The Position

Leidos is seeking full-time Mortgage Servicing Professionals to support the U.S. Department of Housing and Urban Development (HUD), Office of Single-Family Housing, at the FHA Resource Center in Indianapolis, Indiana. The team helps callers understand Federal Housing Administration (FHA) mortgage policies and procedures. The role handles calls and emails from the mortgage servicing industry and the public, finds answers using a knowledge database, follows established procedures, and documents contacts. The stated schedule is Monday through Friday, 10:00 a.m. to 6:30 p.m. Eastern Time, subject to change based on customer needs, with no weekend work. Voluntary overtime may be available based on business needs. The position pays $20–$22 per hour and is covered by the Service Contract Act, including applicable minimum-wage and health-and-welfare requirements.

Requirements

High school diploma or General Educational Development (GED) certificate.
At least 2 years of mortgage servicing work history, such as loan servicing or loss mitigation.
At least 1 year of contact center or telephone customer service experience.
Ability to obtain a Public Trust security clearance, including a credit check and background investigation.
Ability to navigate multiple computer systems and applications and use search tools to provide information to 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 or experience.
Omnichannel contact center experience.
Bilingual English and Spanish verbal and written skills.

Responsibilities

Answer calls and emails from the mortgage servicing industry and the public about FHA guidelines and procedures.
Use mortgage servicing knowledge and a knowledge database to find answers and acknowledge client requests.
Follow standard operating procedures for various topics, systems, and contact channels.
Document all contacts in a database.
Keep current on FHA mortgage processes and procedures.

Benefits

Medical and dental insurance available on day one.
401(k).
Life, accidental death and dismemberment (AD&D), and voluntary disability plans.
Immediate and ongoing training.
Discounted Leidos stock purchase and other employee discounts.
Company-wide career mobility.
Company-sponsored Public Trust eligibility upon hire.
Paid Time Off accrued according to Leidos policy, up to 15 days per year.
11 paid holidays per year.
Minimum Health and Welfare benefits as applicable under the Service Contract Act.