Mortgage Customer Service

PEAK Technical Services Inc.; Indianapolis (IN); On-site; USD 38,000 - 60,000; Full time

Job summary

PEAK Technical Services Inc. supports HUD in Indianapolis, IN, as a Mortgage Origination Customer Service Representative. You will leverage your mortgage background to assist callers and ensure FHA procedures are clearly explained and followed.

The role emphasizes accurate documentation, knowledge access, and staying current with FHA processes. A call-center environment and standard operating procedures are key to daily tasks.

Qualifications

• High School diploma or GED is required.
• Minimum of 2 years of mortgage origination experience.
• Minimum of 1 year of contact center or telephone customer service experience.
• Ability to obtain a Public Trust Security clearance.

Responsibilities

• Provide excellent customer service via calls and emails on FHA guidelines.
• Use mortgage knowledge to locate answers in a knowledge base for client requests.
• Follow SOPs for topics, systems and contact channels.
• Document all contacts in a database.
• Stay updated on FHA mortgage processes and procedures.

Skills

Mortgage knowledge

Customer service

Communication

Bilingual English/Spanish

Education

High School diploma or GED

Tools

CRM systems

Knowledge database

Job description

#LI-Skilled-01Job Summary

Join our Customer Service team supporting the US Department of Housing and Urban Development (HUD), Office of Single-Family Housing. Our mission is to create strong, sustainable, inclusive communities and quality affordable homes for all. As a Mortgage Origination Customer Service Representative, you will utilize your mortgage background to make a difference in the lives of others while expanding your knowledge of Federal Housing Administration (FHA) mortgage policies and procedures.

Responsibilities

• Provide excellent customer service by answering a variety of calls and emails from the lending industry and the public on FHA guidelines and procedures.
• Use your knowledge of the mortgage industry to locate answers in a knowledge database to address client requests.
• Follow standard operating procedures for various topics, systems, and contact channels.
• Document all contacts in a database.
• Stay updated on FHA mortgage processes and procedures.

Required Qualifications

• High School diploma or General Educational Development (GED) certificate.
• Minimum of 2 years of mortgage origination experience (e.g., loan originator, loan processor, junior underwriter, loan officer).
• Minimum of 1 year of contact center experience or telephone customer service experience.
• Ability to obtain a Public Trust Security clearance, which includes a credit check and background investigation.

Preferred Qualifications

• FHA Knowledge/background.
• Bilingual in English and Spanish - verbal and written.
• Contact Center experience (Omnichannel).

Skills

• Ability to navigate multiple computer systems and applications and utilize search tools.
• Excellent time management skills and dependability.
• Strong written and verbal communication skills, including telephone etiquette.
• Keyboarding proficiency of at least 40 words per minute.
• Ability to diffuse difficult emotional calls.

Work Environment

This role operates in a call center environment. As an individual contributor, you will be responsible for managing your desk. The role supports HUDCentral Mortgage Origination projects. The biggest challenges in this role include the in-office requirement/location and handling difficult emotional calls.

Schedule

Shifts are 8 hours between 7:30 AM and 6:30 PM ET, based on need at the time of hire. All workers start on the same day, usually the first full week of the month, to complete orientation and training.

Location

Indianapolis, IN, is a vibrant city known for its rich history, diverse culture, and welcoming community. It offers a range of amenities and opportunities for both personal and professional growth.