FHA Mortgage Customer Service Representative

Who we are:

At Challenge Unlimited, our vision is to become a national leader in providing employment services to people with disabilities that empower them to reach their full potential. We intentionally provide opportunities for individuals with disabilities which will assist them to live, work, and participate in the community.

Challenge Unlimited is driven by its core values: community, helpfulness, abilities, leadership, learning, ethics, innovation, growth, and effective outcomes. It is these values that have powered Challenge Unlimited to its success and has helped over 600 disabled individuals find meaningful work across all of our locations.

Position Summary:

We are building a team of customer service representatives for a federal contact center that answers questions about FHA-insured home loans. The people who contact the center are homebuyers, homeowners, lenders, real estate agents, appraisers and housing counselors. They reach us by phone, email, chat, text and the web.
You will answer their questions using a knowledge base and a Salesforce case system. You will resolve most contacts on the first call, and you will pass the complex ones to federal housing specialists with complete notes. These positions depend on the award of a federal contract.

You will do well in this role if you have explained loans to borrowers and enjoyed that part of the job. You are patient on the phone, careful with details and comfortable following a procedure exactly. You also like a steady weekday schedule more than a sales quota.

We are interviewing now so that we can start qualified people as soon as the work begins. Applying now puts you first in line.

• Location: Remote
• Schedule: Monday to Friday, 8-hour shifts between 8:00am and 8:00pm eastern time.
• Pay Rate: $23 - $24 per hour, depending on mortgage experience, plus benefits

Job Responsibilities:

• Answer inbound calls, emails, chats and text messages from consumers and mortgage industry professionals about FHA mortgage programs.
• Explain FHA loan programs, eligibility, the application process and where to find program guidance.
• Help lenders, appraisers and other industry users with account access and system questions.
• Find the answer in the knowledge base and HUD guidance, and give every caller the same accurate information.
• Record every contact in Salesforce, and create and update service requests.
• Transfer complex cases to the right HUD/FHA specialist with the full history attached.
• Process inbound mail requests and send out booklets, forms and other program literature.
• Help homeowners who call under stress, including after a natural disaster or a financial hardship, with patience and discretion.
• Protect the personal and financial information of every caller under federal privacy and security rules.
• Meet quality targets for first contact resolution, accuracy and response time, and take part in regular coaching.
• Complete the required HUD security, privacy and program training each year.

Minimum Qualifications:

• Education: High school diploma or GED, two or more years of college, or an associate degree or higher preferred
• Experience:
  • At least two years of customer service experience by phone. Experience with email and chat as well is preferred.
  • Clear written and spoken English. You will take a short writing test.
  • Computer skills, web research skills and typing of at least 40 words per minute.
  • The ability to pass a federal background check and a public trust investigation before you start.
• Certifications/Licenses: Clear written and spoken English. You will take a short writing test.
• Computer Skills: Computer skills, web research skills and typing of at least 40 words per minute.
• Background Checks : The ability to pass a federal background check and a public trust investigation before you start.

What are we looking for most:

Most of the people we hire for this team will have a mortgage or real estate background. If this describes you, tell us about it in your application.

• Three or more years of mortgage or real estate experience. Examples are loan officer, loan processor, underwriter, closer, post-closing, mortgage servicing, loss mitigation, mortgage call center, title and escrow, or licensed real estate agent.
• Working knowledge of FHA loans. Knowledge of VA, USDA or conventional loans also helps.
• A current or past NMLS license is a plus.
• Spanish and English fluency is a plus.
• Experience with Salesforce or another case management system is a plus.

Benefits:

• Health Care Plan (Medical, Dental & Vision)
• Life Insurance (Basic & AD&D)
• 401(k) Plan
• Paid Time Off (Vacation, Sick, & Holidays)
• Short Term Disability

EOE Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, or protected veteran status.