FHA Mortgage Customer Service Representative

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.

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 home buyers, 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.

• 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

• 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.

• 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.