Customer Service Representative (New Mexico)

Mortgage Origination Specialist

High School diploma or higher At least 2 years of loan origination experience (i.e. loan processor, junior underwriter, loan officer) plus an additional year of customer service or contact center experience OR at least 3 years of loan origination experience working with conventional loans and/or other government-backed loans (i.e. FHA, USDA, VA).

Knowledge of FHA home mortgage programs and mortgage finance terminology. Strong interpersonal skills and customer service skills. Ability to effectively navigate a computer Customer Relationship Management application, related websites and support tools. Effective written and verbal communication skills. Ability to analyze and solve problems. Ability to manage time effectively.

Respond to inbound calls, emails, live chat and voice mails. Possess knowledge of the mortgage origination process to be able to identify, understand and categorize the caller's request, so that accurate and complete information is provided in response. Utilize a web-based knowledge database to answer policy questions and general questions from the lending industry on FHA mortgage programs. Utilize the FHA Connection help guide (web-based application) and the knowledge database to trouble shoot issues with the FHA Connection system. Utilize other HUD, web-based systems (i.e. SAMS and SFISnet) to assist appropriate callers. Enter accurate and detailed information in a Customer Relationship Management application summarizing caller contact data, data about the nature of the request and whether or not a referral was provided. Warm transfer calls that cannot be resolved to the applicable Homeownership Center (HOC). Handle back-up calls from the general public. Perform miscellaneous job-related duties as assigned.