Customer Service Representative II Mortgage Origination Leidos is seeking a Customer Service Representative II to support the FHA Resource Center and the U.S. Department of Housing and Urban Development (HUD). This role leverages mortgage origination expertise to assist lenders and the public with FHA guidelines, policies, and procedures while delivering exceptional customer service in a call center environment.The ideal candidate will have mortgage origination experience, contact center experience, and the ability to effectively manage and de-escalate difficult customer interactions.Key Responsibilities Provide customer support via phone and email regarding FHA guidelines and proceduresAssist lenders and the public by researching and providing accurate informationUtilize internal knowledge bases and support resources to resolve inquiriesFollow established standard operating procedures across multiple contact channelsDocument all customer interactions accurately within company systemsMaintain current knowledge of FHA mortgage processes and proceduresManage customer inquiries professionally and efficientlyNavigate multiple systems and applications simultaneously while supporting customersHandle complex and emotionally challenging customer interactions with professionalismRequired Technical Skills Minimum 2 years of mortgage origination experience, including experience as: Loan OriginatorLoan ProcessorJunior UnderwriterLoan OfficerMinimum 1 year of: Contact center experienceTelephone customer service experienceExperience working in an omnichannel customer service environmentAbility to navigate multiple computer systems and applicationsStrong keyboarding skills (40+ WPM preferred)Strong written and verbal communication skillsKnowledge of mortgage origination processes and proceduresPreferred / Nice-to-Have Skills Bilingual English/Spanish (strongly preferred)FHA knowledge and experienceAdditional contact center experience in omnichannel environmentsExperience handling high-volume customer inquiriesQualifications & Experience High School Diploma or GED requiredAbility to obtain a HUD Public Trust clearance Credit check requiredBackground investigation requiredStrong customer service and de-escalation skillsExcellent time management and dependabilityAbility to work onsite in Indianapolis, INAbout the Team / Company This role supports the FHA Resource Center, helping fulfill HUD's mission of creating strong, sustainable, inclusive communities and affordable housing opportunities. Team members provide critical support to lenders and consumers while serving as trusted resources for FHA mortgage guidance.Benefits (employee contribution):Health insuranceHealth savings accountDental insuranceVision insuranceFlexible spending accountsLife insuranceRetirement planAll qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Rate of pay within the stated range will depend on the qualification of the applicant. #IND0626