Customer Service Representative II Mortgage Origination

Customer Service Representative II Mortgage Origination

Leidos is seeking a Customer Service Representative II to support the FHA Resource Center and the U.S. Department of Housing and Urban Development (HUD). This role leverages mortgage origination expertise to assist lenders and the public with FHA guidelines, policies, and procedures while delivering exceptional customer service in a call center environment.

The ideal candidate will have mortgage origination experience, contact center experience, and the ability to effectively manage and de-escalate difficult customer interactions.

Key Responsibilities

• Provide customer support via phone and email regarding FHA guidelines and procedures
• Assist lenders and the public by researching and providing accurate information
• Utilize internal knowledge bases and support resources to resolve inquiries
• Follow established standard operating procedures across multiple contact channels
• Document all customer interactions accurately within company systems
• Maintain current knowledge of FHA mortgage processes and procedures
• Manage customer inquiries professionally and efficiently
• Navigate multiple systems and applications simultaneously while supporting customers
• Handle complex and emotionally challenging customer interactions with professionalism

Required Technical Skills

• Minimum 2 years of mortgage origination experience, including experience as:
  • Loan Originator
  • Loan Processor
  • Junior Underwriter
  • Loan Officer
• Minimum 1 year of:
  • Contact center experience
  • Telephone customer service experience
• Experience working in an omnichannel customer service environment
• Ability to navigate multiple computer systems and applications
• Strong keyboarding skills (40+ WPM preferred)
• Strong written and verbal communication skills
• Knowledge of mortgage origination processes and procedures

Preferred / Nice-to-Have Skills

• Bilingual English/Spanish (strongly preferred)
• FHA knowledge and experience
• Additional contact center experience in omnichannel environments
• Experience handling high-volume customer inquiries

Qualifications & Experience

• High School Diploma or GED required
• Ability to obtain a HUD Public Trust clearance
  • Credit check required
  • Background investigation required
• Strong customer service and de-escalation skills
• Excellent time management and dependability
• Ability to work onsite in Indianapolis, IN

About the Team / Company

This role supports the FHA Resource Center, helping fulfill HUD's mission of creating strong, sustainable, inclusive communities and affordable housing opportunities. Team members provide critical support to lenders and consumers while serving as trusted resources for FHA mortgage guidance.

Benefits (employee contribution):

• Health insurance
• Health savings account
• Dental insurance
• Vision insurance
• Flexible spending accounts
• Life insurance
• Retirement plan

All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Rate of pay within the stated range will depend on the qualification of the applicant. #IND0626