Customer Service Specialist

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

Benefits offered by this job

On-site fitness center

Free parking

Educational opportunities

Job summary

Virginia Housing Development Authority is seeking a Customer Service Specialist in a hybrid role to serve as the primary contact for mortgage customers. You will respond to inquiries, resolve issues, and guide borrowers through our website and processes with a focus on accuracy, empathy, and compliance.

The role emphasizes building trusted relationships while protecting the agency’s interests and adhering to HUD/VA/RESPA regulations and privacy standards.

Qualifications

• High school diploma or GED.
• 2+ years in customer service in a call center.
• Clear, professional communication and active listening.
• Emotional resilience to de-escalate upset customers.
• Ability to multi-task across computer apps and type quickly.
• MS Office proficiency; ability to learn new systems.
• Respond to borrower inquiries via phone, mail, and web within SLAs.
• Service-oriented, collaborates with internal/external partners.
• Strong organization and attention to detail.
• Positive attitude and team-oriented.
• Strong time management.
• Comfort in a fast-paced environment.

Responsibilities

• Serve as primary contact for Virginia Housing mortgage customers.
• Respond to inquiries and resolve concerns promptly and accurately.
• Guide customers navigating the website and processes.
• Build trusted relationships through empathetic service and professional communication.
• Protect Virginia Housing’s interests while adhering to laws and privacy requirements.

Skills

Customer service

Active listening

Multitasking

Microsoft Office

Communication

Time management

Research & problem solving

Team player

Professional demeanor

Spanish (bonus)

Education

High school diploma or GED

Tools

MS Office

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 17th.

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 – 6:00pm.

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