Bilingual Mortgage Servicing Customer Service Representative

Description

Leidos is seeking full‑time Bilingual Mortgage Servicing Professionals at the FHA Resource Center in Albuquerque, NM
.

Our Leidos Mortgage Customer Service team supports the U.S. Department of Housing and Urban Development (HUD), Office of Single‑Family Housing in their mission to create strong, sustainable, inclusive communities and quality affordable homes for all.

As a Mortgage Servicing Customer Service Representative, you will make a difference in the lives of others while expanding your knowledge of Federal Housing Administration (FHA) mortgage policies and procedures.

• Monday‑Friday schedule with no weekend work.
• Benefits on day one, including medical and dental insurance, 401(k), Life, AD&D, and Voluntary Disability plans.
• Immediate and ongoing training to support your success.
• Discounted Leidos stock purchase and other employee discounts.
• Company‑wide career mobility.
• Company‑sponsored public trust eligibility upon hire.
• Voluntary overtime may be available based on business needs.
• Paid Time Off (PTO) accrued based on Leidos policy, up to 15 days a year.
• 11 paid holidays per year.

• Full‑time (30‑40 hours a week).
• 9:35 am – 6:05 pm MT in Albuquerque, NM (subject to change based on customer needs).

• Provide excellent customer service, answering a variety of calls and emails from the mortgage servicing industry and the public on FHA guidelines and procedures.
• Use your knowledge of mortgage servicing to locate answers in a knowledge database and acknowledge client requests.
• Follow standard operating procedures for various topics, systems, and contact channels.
• Document all contacts in a database.
• Keep up to date on FHA mortgage processes and procedures.

• High school diploma or GED.
• Minimum of 2 years of mortgage servicing work history (e.g., loan servicing specialist, loss mitigation specialist).
• Minimum of 1 year of contact center or telephone customer service experience.
• Ability to obtain a public trust security clearance, which includes a credit check and background investigation.
• Bilingual in English and Spanish – verbal and written.
• Capability to navigate multiple computer systems and applications, and utilize search tools to provide information to clients.
• Excellent time‑management skills and dependability.
• Strong written and verbal communication skills, including telephone etiquette.
• Keyboarding proficiency of at least 40 words per minute.

• FHA knowledge or experience.
• Contact center experience (omnichannel).

Pay: $18.50 - $21.00 per hour.

This position is covered under the Service Contract Act and is subject to minimum wage demands as well as the minimum health and welfare benefits. Leidos will ensure that all provisions are met through wages and benefits.

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.