Mission-Driven HUD & FHA Customer Service Specialist

VetJobs; Indianapolis (IN); On-site; USD 30,000 - 45,000; Full time

Benefits offered by this job

Health coverage

401(k) match

Paid time off

Paid holidays

Job summary

Didlake, Inc. is a nonprofit organization that provides rehabilitation services and housing-related support.

This Customer Service Representative role supports renters, homebuyers, and homeowners by answering questions about FHA mortgage programs and HUD properties, using HUD systems, and documenting calls in the CRM. Ideal candidates have 2+ years in a high-volume environment, strong communication skills, and the ability to obtain a Public Trust clearance.

Qualifications

• Requires a high school diploma or GED.
• 2+ years in a high-volume contact center.
• Experience following SOPs and using knowledge bases.
• Omnichannel call center experience; rental property management or mortgage servicing preferred.

Responsibilities

• Respond to inbound calls, emails, live chats and voicemails per SOP.
• Answer routine questions on FHA mortgage programs and HUD properties.
• Use HUD systems to assist callers per Privacy SOPs.
• Use scripts with minimal deviation.
• Enter data into CRM, summarizing contact data and referrals.
• Warm transfer calls to HUD department per SOP; perform other duties as assigned.
• Deliver excellent customer service in a high-volume call center and handle complaints.
• Navigate CRM and HUD systems effectively.

Skills

Public Trust clearance

MS Office

Time management

Communication

Typing 40 wpm

Customer service

Phone etiquette

Education

High school diploma or GED

Tools

CRM systems

HUD systems (SMART/SFISnet/HERMIT)

Job description

Didlake, Inc. is a nonprofit organization that provides rehabilitation services and housing-related support.

This Customer Service Representative role supports renters, homebuyers, and homeowners by answering questions about FHA mortgage programs and HUD properties, using HUD systems, and documenting calls in the CRM. Ideal candidates have 2+ years in a high-volume environment, strong communication skills, and the ability to obtain a Public Trust clearance.