Customer Service Specialist

Virginia Housing; Richmond (VA); Hybrid; USD 47,000 - 63,000; Full time

Benefits offered by this job

Hybrid work model

Free parking

Fitness center

Job summary

Virginia Housing in Richmond, VA is seeking a Customer Service Specialist to be the primary contact for direct mortgage customers. You will provide friendly, knowledgeable support to first-time homebuyers, guiding them through the website and resolving inquiries promptly.

The role is hybrid (3 days in office, 2 days remote) after training, with a 9:30am–6:00pm schedule. Hiring range is $47,000–$63,000; background checks and disclosures are required.

Qualifications

• High school diploma or GED.
• 2+ years of customer service in a call center.
• Polite, professional communication and active listening.
• Emotional resilience and de-escalation skills.
• Ability to multi-task across computer applications with accuracy.
• Proficiency with Microsoft Office and quick learning of new systems.
• Experience responding to borrower inquiries via phone, mail, and internet within SLAs.
• Service-oriented approach and collaboration with internal/external partners.
• Strong organizational skills and attention to detail.
• Positive attitude and teamwork.
• Solid time management and ability to work in a fast-paced environment.

Responsibilities

• Respond to borrower inquiries via phone, mail, and internet and resolve concerns.
• Guide customers through the mortgage website and processes with accuracy.
• Provide friendly, knowledgeable support while protecting Virginia Housing’s interests.
• Collaborate with internal and external partners to research and answer questions.
• Maintain high service levels and strong organizational performance.

Skills

Customer service

Active listening

Communication

Multitasking

Time management

Detail oriented

Team player

Education

High school diploma or GED

Tools

MSP

Black Knight

ICE

Job description

Overview

Join Virginia Housing and help make a difference as a Customer Service Specialist. (Hybrid)

This important role serves as the primary point of contact for Virginia Housing’s direct mortgage customers. Our Customer Service Specialists play an essential role within the organization, providing friendly, knowledgeable support to first-time homebuyers by responding to inquiries and resolving concerns. Future homeowners often need guidance navigating our website, giving you the opportunity to make a strong and positive first impression. The Customer Service Specialist builds trusted relationships by actively listening to and addressing borrower questions or concerns promptly, accurately, and efficiently, while protecting Virginia Housing’s interests and adhering to all applicable federal and insurer’s laws (i.e. HUD/VA/FNMA regulations, privacy act, RESPA etc.).

Virginia Housing is one of the nation’s premier housing finance agencies. Our mission is to help Virginians attain quality, affordable housing, which we accomplish through our public-private partnerships.

We are focused on employee engagement and committed to a healthy and diverse workforce. We offer on-site conveniences such as a fitness center and free parking. Educational opportunities to help your advancement are available through classroom and online programs.

To Be Successful In This Role You Must Possess

• High school diploma or GED.
• At least 2 years of customer service experience in a call center environment, using enhanced empathy and member support skills.
• Ability to communicate effectively with customers in a polite and courteous manner, using a clear professional voice, and demonstrating active listening skills.
• Emotional resilience with ability to de-escalate upset clients using a consistently calm tone and delivery .
• Demonstrated ability to multi-task across several computer applications while typing quickly, accurately, and maintaining fluid conversation.
• Established Microsoft Office Suite skills and ability to learn new systems and applications quickly and easily.
• Experience responding to borrower inquiries via phone, mail, and internet within established timeframes to meet service level expectations.
• Service-oriented approach, able to research and resolve inquiries by collaborating with internal and external partners.
• Strong organizational skills with high attention to detail.
• Consistent ownership of job responsibilities with a clear understanding of how the work impacts our customers.
• A positive attitude and willing to work well with other team members, providing support where needed.
• Solid time management skills.
• Desire to work in a fast-paced environment while sustaining a professional demeanor.

The ideal candidate would also have the following preferred but not required experience

• Experience in a mortgage servicing call center.
• Understanding of the mortgage loan process, including escrow accounts.
• Skilled in reading loan documents and understanding the mortgage origination process.
• Experience using Black Knight, MSP, ICE, or similar mortgage servicing platforms.
• Bi-lingual (Spanish) skills a plus.

Virginia Housing requires associates to live and work within the Commonwealth of Virginia.

This position will close at 11:59pm on September 17 th.

Hiring Range: $47,000 - $63,000

Hybrid work model (3 days in office, 2 days remote) following training period.

Hours during 90-day training period will be 9:00am – 5:30pm.

After training is completed, the regular shift hours will be 9:30am – 6:0pm.

A background check will be performed as a condition of employment.

A Conflict of Interest Act Disclosure form and Secondary Employment Disclosure form will need to be completed as a condition of employment.

-EOE-

V3 Certified Military friendly employer