Mortgage Support Agent – Customer Care & Payments

Idaho Housing and Finance Association; Boise (ID); On-site; USD 35,000 - 45,000; Full time

Benefits offered by this job

Competitive benefits

Ongoing training

Opportunities for career advancement

Job summary

Idaho Housing and Finance Association is seeking Customer Service Representatives for their Loan Servicing Department in Boise, Idaho. The role involves delivering exceptional customer service, responding to inquiries regarding mortgage-related needs, and maintaining a high level of professionalism. Ideal candidates possess a high school diploma, customer service experience, strong communication skills, and proficiency with CRM software. The organization offers competitive benefits and opportunities for career advancement in a mission-driven environment.

Qualifications

• High school diploma or equivalent; additional education or training in finance or customer service is a plus.
• Proven experience in customer service, preferably in a call center or financial services environment.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.
• Ability to handle difficult situations with patience and professionalism.
• Proficiency with computer systems and CRM software.
• Ability to work in a fast-paced environment and manage multiple tasks effectively.
• Bilingual in Spanish preferred.

Responsibilities

• Provide accurate information and assistance to borrowers in regard to their home loans.
• Resolve customer issues efficiently while maintaining a high level of professionalism and empathy.
• Document customer interactions and update account information accurately in the system.
• Maintain confidentiality and security when handling client information.
• Follow company policies and procedures to ensure compliance and quality standards.
• Other job duties as assigned.

Skills

Customer service experience

Communication skills

Problem-solving abilities

Attention to detail

Bilingual in Spanish

Education

High school diploma or equivalent

Additional education in finance or customer service

Tools

Customer relationship management (CRM) software

Job description

Description

Join Our Team!

We are looking for motivated and customer-focused individuals to join our team as Customer Service Representatives in our Loan Servicing Department. As a Customer Service Representative you will play a vital role in delivery exceptional customer service to our customers, ensuring their mortgage-related needs are met. In this role, you will be responsible for responding to customer inquires related to their mortgage payments, taxes, and insurance, while providing a positive customer experience.

Key Responsibilities:

• Provide accurate information and assistance to borrowers in regard to their home loans
• Resolve customer issues efficiently while maintaining a high level of professionalism and empathy
• Document customer interactions and update account information accurately in the system
• Maintain the highest level of confidentiality and security when handling client information
• Follow company policies and procedures to ensure compliance and quality standards
• Other job duties as assigned

At our organization, we are dedicated to improving lives and strengthening Idaho communities. We believe that housing opportunities, self-sufficiency, and economic development are the pillars of progress. Join us and be part of a professional and mission-driven organization that makes a meaningful impact on the lives of Idahoans.

Requirements

• High school diploma or equivalent
• Strong customer service and communication skills
• Ability to work in a fast-paced environment with multiple priorities
• Familiarity with mortgage terminology and processes is a plus
• Bilingual in Spanish preferred