Mortgage Servicing - Customer Service Representative

Leidos LLC; Albuquerque (NM); On-site; USD 57,308,000 - 63,039,000; Full time

Job summary

Leidos is seeking a Mortgage Servicing Customer Service Representative in Albuquerque, NM to support FHA mortgage guidelines and procedures. This role focuses on delivering outstanding service to the public and mortgage servicing clients while navigating multiple systems.

You will document interactions, follow SOPs, and stay current with FHA policies. The position is full-time with a Monday–Friday schedule, benefits from day one, and training to support success in a fast-paced environment.

Qualifications

• High School diploma or GED required.
• Minimum of 2 years mortgage servicing work history.
• Minimum of 1 year contact center or telephone customer service experience.
• Ability to obtain a Public Trust clearance (credit check & background investigation).

Responsibilities

• Provide excellent customer service via calls and emails on FHA guidelines and procedures.
• Use knowledge of mortgage servicing to locate answers in the knowledge base for client requests.
• Follow standard operating procedures for topics, systems, and contact channels.
• Document all contacts in a database.
• Keep up to date on FHA mortgage processes and procedures.

Skills

System navigation

Time management

Written & verbal communication

Typing 40 wpm

Education

High school diploma or GED

Job description

About the Role

Leidos is seeking full-time Mortgage Servicing Professionals at the FHA Resource Center in Albuquerque, NM. Our Leidos Mortgage Customer Service team supports the US Department of Housing and Urban Development (HUD), Office of Single-Family Housing in their Mission to create strong, sustainable, inclusive communities and quality affordable homes for all. As a Mortgage Servicing Customer Service Representative, you will make a difference in the lives of others, while expanding your knowledge of Federal Housing Administration (FHA) mortgage policies and procedures. What’s in it for you?

Benefits

• Monday - Friday schedule with no weekend work.
• Access to benefits on day one, including medical and dental insurance, 401K, Life, AD&D, and Voluntary Disability plans.
• Immediate and ongoing training to support your success.
• Discounted Leidos stock purchase and other Employee Discounts.
• Company-wide career mobility.
• Company-sponsored Public Trust eligibility upon hire.
• Voluntary overtime may be available based on business needs.
• Paid Time Off (PTO) accrued based on Leidos policy, up to 15 days a year.
• 11 paid holidays per year.
• Mortgage Servicing opportunities available: 9:35am – 6:05pm EST. (subject to change based on customer needs).

Responsibilities

• Provide excellent customer service, answering a variety of calls and emails from the mortgage servicing industry and the public on FHA guidelines and procedures.
• Use your knowledge of mortgage servicing to locate answers in a knowledge database to acknowledge client’s requests.
• Follow standard operating procedures for various topics, systems, and contact channels.
• Document all of your contacts in a database.
• Keep up to date on FHA mortgage processes and procedures.

Requirements

• The capability to navigate multiple computer systems and applications, and utilize search tools to provide information to our clients.
• Excellent time management skills and dependability.
• Strong written and verbal communication skills, including telephone etiquette.
• Keyboarding proficiency of at least 40 words per minute.

Required Qualifications

• High School diploma or General Educational Development (GED) certificate.
• Minimum of 2 years of mortgage servicing work history (e.g. loan servicing specialist, loss mitigation specialist).
• 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.

Desired Qualifications

• FHA knowledge/experience.
• Contact Center experience (Omnichannel).

Compensation

The pay for this position is $20-$22 per hour.

Pay Range: Pay Range - The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

Employment Conditions

This position is covered under the Service Contract Act and is subject to minimum wage demands as well as the minimum Health and Welfare benefits. Leidos will ensure that all provisions are met through their wages and benefits.

Company Information

Leidos is a global leader providing solutions to make the world safer, healthier, and more efficient through technology, engineering, and science. Our company believes in engaging, developing, and empowering our diverse and valued people to foster a culture of creativity and growth.

Leidos Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations.

Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $17.2 billion for the fiscal year ended January 2, 2026.

For more information, visit www.Leidos.com.

At Leidos, we outthink, outbuild, and outpace the status quo — because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 — and moving faster than anyone else dares.

# HUDFHA

Salary and Benefits context

Pay and Benefits Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here.

Data Security

Securing Your Data Leidos will never ask you to provide payment-related information at any part of the employment application process. And Leidos will communicate with you only through emails that are sent from a Leidos.com email address. If you receive an email purporting to be from Leidos that asks for payment-related information or any other personal information, please report the email to [e-mail].

Commitment and Diversity

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law.

Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.