Customer Service Rep II

Mortgage Origination Customer Service Representative

Location:

Indianapolis, IN

Work Arrangement:
Onsite

Shift: 8-hour shifts scheduled between 7:30 AM – 6:30 PM ET based on business needs

Clearance Requirement:
Ability to obtain and maintain Public Trust clearance

Language Preference:
Bilingual (English/Spanish) strongly preferred

Position Overview

We are seeking experienced Mortgage Origination Professionals to support a high-impact customer service environment focused on FHA mortgage programs. This role combines mortgage industry expertise with customer support responsibilities, providing guidance on policies, procedures, and loan processes.

The ideal candidate will bring a background in mortgage origination (loan processing, underwriting, or loan officer roles) and a strong commitment to delivering exceptional customer service. This role offers the opportunity to expand expertise in FHA guidelines while supporting both industry professionals and the public.

Customer Support & Communication

• Provide knowledgeable support via phone and email regarding FHA mortgage guidelines and processes
• Respond to inquiries from both lending professionals and the public
• Deliver consistent, high-quality customer service in a fast-paced environment

Mortgage Knowledge & Research

• Utilize mortgage industry experience to research and resolve inquiries using internal knowledge systems
• Stay current on FHA policies, procedures, and regulatory updates
• Apply understanding of loan origination processes to support accurate responses

Documentation & Process Adherence

• Document all customer interactions within the designated system
• Follow established standard operating procedures across communication channels
• Ensure timely, accurate tracking of all requests and resolutions