Job Description

Location: On-site in Albuquerque, NM

Schedule: Shift between 8am – 8:05pm EST, M-F

Salary : $23.33/hr

Interview Process : 1 In-Person interview

Job Responsibilities:

• Respond to inbound calls, emails, live chat and voice mails.
• Possess knowledge of the mortgage origination process to be able to identify, understand and categorize the caller’s request, so that accurate and complete information is provided in response.
• Utilize a web-based knowledge database to answer policy questions and general questions from the lending industry on FHA mortgage programs.
• Utilize the FHA Connection help guide (web-based application) and the knowledge database to trouble shoot issues with the FHA Connection system.
• Utilize other HUD, web-based systems (i.e. SAMS and SFISnet) to assist appropriate callers.
• Enter accurate and detailed information in a Customer Relationship Management application summarizing caller contact data, data about the nature of the request and whether or not a referral was provided.
• Warm transfer calls that cannot be resolved to the applicable Homeownership Center (HOC).
• Handle back-up calls from the general public.
• Perform miscellaneous job-related duties as assigned.

Minimum CSR experience requirements:

• High School diploma or GED.
• At least 2 years mortgage servicing experience (i.e. loan servicing specialist, loss mitigation specialist) plus an additional year of customer service or contact center experience.

Knowledge, Skills, and Abilities Required:

• Knowledge of FHA home mortgage programs and mortgage finance terminology.
• Strong interpersonal skills and customer service skills.
• Ability to effectively navigate a computer Customer Relationship Management application, related websites and support tools.
• Effective written and verbal communication skills.
• Ability to analyze and solve problems.
• Ability to manage time effectively.

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