Customer Service Rep II

Mortgage Origination Customer Service Representative

Location: 5757 Decatur Blvd, Indianapolis, IN 46241 Position Type: Onsite Program: HUD Security Clearance: Public Trust (HUD Clearance Required) Citizenship: U.S. Citizen or Green Card Holder

Role Summary

Leidos is seeking a Mortgage Origination Customer Service Representative to support the U.S. Department of Housing and Urban Development (HUD) at the FHA Resource Center in Indianapolis, IN. This onsite role provides customer support to mortgage industry professionals and the public by answering questions related to FHA mortgage guidelines and procedures. The ideal candidate has prior mortgage origination experience, strong customer service skills, and the ability to handle challenging, high-volume customer interactions in a contact center environment.

Key Responsibilities

• Provide customer service via phone and email regarding FHA mortgage guidelines, policies, and procedures.
• Utilize mortgage industry knowledge to research and provide accurate responses using internal knowledge databases.
• Follow established standard operating procedures across multiple systems and communication channels.
• Document customer interactions accurately within internal databases.
• Maintain current knowledge of FHA mortgage policies and procedures.
• Navigate multiple computer systems and applications while assisting customers.
• Handle difficult and emotional customer calls with professionalism and empathy.
• Meet productivity and quality expectations within a call center environment.
• Work assigned 8-hour shifts between 7:30 AM and 6:30 PM ET, based on business needs.

Required Technical Skills

• Minimum 2 years of mortgage origination experience (Loan Originator, Loan Processor, Junior Underwriter, Loan Officer, or similar).
• Minimum 1 year of contact center or telephone customer service experience.
• Ability to navigate multiple computer applications and search tools.
• Strong keyboarding skills (minimum 40 words per minute).
• Experience documenting customer interactions in databases.
• Strong written and verbal communication skills.
• Excellent telephone etiquette.
• Ability to obtain and maintain a Public Trust (HUD) Clearance, including a credit check and background investigation.

Preferred / Nice-to-Have Skills

• Bilingual in English and Spanish (strongly preferred).
• FHA mortgage knowledge or experience.
• Omnichannel contact center experience.
• Experience supporting customers in high-volume call center environments.

Qualifications & Experience

• High School Diploma or GED required.
• Minimum 2 years of mortgage origination experience.
• Minimum 1 year of contact center or telephone customer service experience.
• U.S. Citizen or Green Card Holder.
• Strong time management, dependability, and organizational skills.
• Ability to de-escalate difficult customer situations with professionalism.
• Ability to work independently in a fast-paced call center environment.
• Possible opportunity for full-time conversion.