Mortgage Customer Service Representative

Top Skills' Details 1)

1+ year of Mortgage Origination experience

2) Call Center

3) Customer Service

4) Bilingual in Spanish would be +

*Must be able to obtain HUD Central Public Trust. Needs to be fully adjudicated before they can start.***

*Office located Southwest side of Indianapolis.

*Onboarding takes 4 - 8 weeks.

Description

-Assist renters, tenants, and property managers by providing resources and referrals to meet their rental needs.

-You may also assist homebuyers and homeowners with requests related to purchasing and owning a home.

-This team will be taking calls from people being evicted or people who are homeless and looking for resources - empathy is a must!

-Field phone calls on multifamility rental requests including tenant complaints

-Provide information and resources to customers to deliver customer service excellence

-Use knowledge base to answer customer requests

-Document customer phone communications in an internal database

MORTGAGE CSR

-The CSR rep would only need to have mortgage background. It could be FHA, conventional, VA, etc. It is preferred if they have FHA, but not required.

-A successful candidate needs knowledge of loan terminology and processes, so they understand what the lending industry client is requesting and can ask clarifying questions if needed

-The CSR would then look this information up in a Knowledge Base and provide it to the caller.

-Some FHA lenders have their own loan requirements which are more restrictive than FHA, so we stress the requirement to only use FHA approved FAQs for accuracy.

-Inbound call center handling HUD/FHA inquires as a liaison between the government, public, and industry with the US Department of Housing and Urban Development

-Provide assistance with mortgage lenders on how to become FHA approved lender and support lenders with their re certification requirements

-Answer inquires with underwriting guidelines for Federal Housing Administration for mortgages and property requirements for insurance

-Support in all areas of using FHA Connection online website to assist lenders with insuring their mortgages and maintaining the servicing of their loans

-Interact with all aspects of a HUD home from how to purchase, status of properties, realtors to be HUD approved and their re certification requirements

-Assisting real estate appraisers with FHA guidelines support and requirements to be FHA Approved

-Helping non-profits and governmental entities with support of programs offering to the public for their housing needs and HUD’s requirements to become HUD approved

-Aid callers with their housing needs from homeless, to rental assistance, to purchasing a home for the first time

Skills

Customer service, Support, mortgage originations

Top Skills Details

Customer service,Support,mortgage originations

Additional Skills & Qualifications

MUST HAVE - MULTI FAMILY

- Be able to work until 8:00pm starting out

- 2 years of property management experience

- 1 year of contact center experience or telephone customer service experience (think receptionist, admin, etc.)

- HS Diploma or GED

MUST HAVE - MORTGAGE

- Be able to work until 8:00pm starting out

- 2+ years of mortgage experience (loan processor, junior underwriter, loan officer, loan servicing, loss mitigation specialist, etc.)

- HS Diploma or GED

Performance Expectations:

- Attendance: CSRs are expected to arrive to work as scheduled, on time, alert and prepared to start work. CSRs will accrue no more than 4 tardies and/or unscheduled absences in a rolling 12 month period.

- Service Level: More than 82.5% of calls handled by CSRs will be answered within 20 seconds

- Abandonment Rate: Less than 2% of callers will abandon while waiting in the CSR queue.

- Average Handle Time: CSRs will maintain an AHT (total time for processing a call, including talk time and after call work) of 6 minutes or less.

- Adherence: CSRs will maintain schedule adherence of more than 96%.

- Call Quality: CSRs will maintain an average call monitoring score of 94% or higher.

- Escalation Errors: CSRs will maintain an average error rate of 3% or less

This is a Contract to Hire position based out of Albuquerque, New Mexico.

The pay range for this position is $21.61 - $23.32/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully onsite position in Albuquerque,New Mexico.

This position is anticipated to close on Jun 6, 2026.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.