Front Desk Customer Representative

Job Description

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Applies basic skills while developing some specialized skills in procedures, operations, techniques, tools, materials, and/or equipment appropriate to area of specialization; performs routine and/or repetitive tasks; limited decision making required; generally works under close supervision; work is performed from within specific limits of established procedures and/or defined instructions.

Customer Service & Front Desk Support

• Serve as the initial point of contact for borrowers, visitors, and third-party requesters, ensuring a professional and welcoming experience.
• Determine whether a borrower requires assistance with hazard insurance claim check endorsements, HEMAP payments, or cash payments, and direct them to the appropriate department.
• Communicate front desk policies clearly, including that only paper drop-offs are permitted, and in-person visits require an appointment.
• Provide cash payment forms and instructions as needed.
• Answer the garage phone and front door to let visitors in for meetings in the building
• Ensure external visitors follow standard procedures for signing in, sign out and proper entry/supervision
• Monitor ground level cameras and respond to those making deliveries

Customer Solutions Center Support

• Assist the CSC team with a variety of tasks to maintain smooth and efficient workflow.
• Support CSC operations by handling AskPHFA inquiries, voicemails, and secure email messages during remote work periods or slower times.
• Provide timely updates to CSC leadership regarding completed assignments.
• Develop familiarity with CSC processes and call types to ensure accurate and efficient call routing.
• Utilize the PHFA Phone Call Guide to identify appropriate contacts and departments.

Third-Party & Borrower Assistance

• Provide guidance to third-party requesters on submitting Payoff and Verification of Mortgage (VOM) requests, including required documentation and processing timeframes.
• Transfer third-party callers to the CSC when follow-up assistance is needed.
• Offer clear instructions for using the payment drop-off box to help expedite processing and reduce call volume.

Information & Resource Management

• Maintain a small, organized desk area with marketing materials related to:
• Counseling services
• Rent assistance
• First-Time Homebuyer programs
• PennVest Loans
• HEELP energy-efficient repair programs
• Homestyle renovation/refinancing options
• Provide these materials to visitors and/or callers.

Additional Duties

• Perform other assignments as needed to support the Customer Solutions Center and front desk operations.
• Collaborate with team members to ensure consistent communication and adherence to established procedures.