Customer Service Rep II

#LI-Skilled-01

Job 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.

Benefits
PEAK's benefit offerings available for our associates include medical, dental, vision, Flexible Spending Account (FSA), Dependent Care Savings Account (DCA), and 401K plan. PEAK believes that taking care of our team is essential for success and we are proud to provide benefits that enhance both your well-being and your future. Additionally, our associates may be eligible for Paid Sick Leave as required by Federal, State, or local laws.  

Equal Opportunity Employer (EEO) 
PEAK Technical Staffing is committed to creating a diverse and inclusive environment and is proud to be an Equal Opportunity Employer. PEAK does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status, or any other characteristic protected by applicable law. All employment decisions are made based on qualifications, merit, and business need. We encourage all individuals to apply. 

Americans Disabilities Act (ADA) 
The physical and mental requirements described in this job description are representative of those that must be met by an employee to successfully perform the essential functions of the position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. Must be able to perform the essential physical functions of the position, including sitting, standing, walking, stooping, kneeling, and lifting up to 25 pounds, with or without reasonable accommodation. 

Candidate Privacy
To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://peaktechnical.com/privacy-policy/ and https://peaktechnical.com/ca-residents-privacy-rights/  

AI Recruiting Disclosure 
We use AI-assisted tools to help review applications and compare your experience to job requirements, but all hiring decisions are made by human recruiters. You may request a human-only process or opt out of automated communication at any time. Required notices and our latest bias audit are available on our website: www.peaktechnical.com/ai-disclosure.