Customer Service Representative

Customer Service Representative

Location: Nashville, TN

Employment Duration: Full time

Job Code: 1081

Application Deadline: Thursday, July 16, 2026 at 11:59PM

This position requires you to live within a 200-mile radius of our Nashville, TN office. This position is in-office fulltime.

Position Summary: Completes activities relating to customer service and borrower account administration. This work requires direct contact with the public, the exercise of good judgment and the application of Tennessee Housing Development Agency (THDA) policies and procedures as they relate to the application of payments, payoff quotes and other general customer service inquiries.

Essential Duties and Responsibilities:

• Answers incoming phone calls and responds to customer requests for information on their accounts.
• Completes payoff quotes, verifies the accuracy of information and provides quotes to customers.
• Provides primary phone support through the Loan Servicing call center including incoming and outgoing follow up communications.
• Makes outgoing calls to customers to attempt to assess reasons for default and make satisfactory arrangements to bring accounts back into a current standing.
• Assists with changes in mailing addresses, corrections to phone numbers and other loan servicing data.
• Provides assistance with new loan on-boarding and verification of new loan data.
• Provides assistance with mailing letters, forms or other customer contact.
• Assists customers with website functionality, password resets, and other requests for account data.
• Maintains and files electronic information to customer accounts with proper noting and documentation.
• Provides assistance with Automated Clearing House (ACH) sign up and notification of account billing statements.
• Assists with error resolution and customer complaint tracking.
• Provides back up for other Loan Servicing functions.

Minimum Qualifications:

• High school diploma or GED.
• Telephone customer service experience.
• Mortgage servicing experience preferred.
• Successful completion of Mortgage Bankers Association "Basics of Mortgage Servicing" course preferred.

Knowledge, Skills, Abilities, and Competencies:

• Excellent customer service skills.
• Excellent telephone etiquette.
• Excellent verbal and written communication skills.
• Ability to accurately enter data into electronic systems.
• Strong interpersonal skills.
• Builds and maintains positive relationships with internal and external constituents.
• Ability to work effectively as part of a team.
• Ability to plan and organize a large workload.
• Maintains high level of confidentiality.
• Strong organizational and time management skills; uses time effectively; consistently meets deadlines.
• Documents regularly, thoroughly, accurately, and completely with a high level of detail.
• Ability to read, follow and interpret instructions, regulations and policies.
• Exercises good and consistently fair judgment, courtesy, and tact in dealing with the staff and public in giving and obtaining information.
• Computer literate; proficient in Microsoft Word, Excel, Outlook, and the internet; able to effectively adapt to and use other computer systems as needed for daily activities.

Special Demands:

• The ability to use a phone headset for long periods of time.
• While performing the duties of this job, the employee is regularly required to sit; stand; use hands to finger, handle or feel; and talk and hear.
• The employee is occasionally required to walk; reach with hands and arms, and stoop, kneel, or crouch.
• Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus.

Benefits: THDA offers an excellent benefits package including medical, dental, vision, and life insurance options; disability insurance; retirement plans; flexible benefit pre-tax accounts for medical, dependent care, transportation, and parking; annual leave and sick leave that begin accruing after the first month of employment; and 11 paid holidays per year.

Equal Opportunity/Equal Access/Affirmative Action Employer Application must be complete and resume attached for consideration

Tennessee Housing Development Agency