Customer Service Representative; Mexico

Job Description

• 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 Home ownership Center (HOC).
• Handle back‑up calls from the general public.
• Perform miscellaneous job‑related duties as assigned.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

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• 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.