New

Mortgage Customer Service Representative

TEKsystems
$21.61 - $23.32 / hr
life insurance, sick time, 401(k), retirement plan
United States, Indiana, Indianapolis
Sep 05, 2025
Mortgage Customer Service Representative Overview: Serve as a liaison between the public, mortgage industry professionals, and the U.S. Department of Housing and Urban Development (HUD). This role supports FHA-related inquiries and provides guidance on mortgage processes and requirements. Key Responsibilities: * Handle inbound calls related to HUD/FHA mortgage inquiries. * Assist lenders with FHA approval and recertification processes. * Provide accurate information using FHA-approved FAQs and guidelines. * Support users of the FHA Connection website with mortgage insurance and servicing tasks. * Guide callers through the process of purchasing HUD homes and becoming HUD-approved realtors. * Assist real estate appraisers, non-profits, and government entities with FHA-related requirements. * Offer housing support ranging from housing assistance to first-time homebuyer resources. Qualifications: * Minimum 2 years of mortgage experience (e.g., loan processing, underwriting, servicing, loss mitigation). * Familiarity with FHA, VA, and conventional loan processes (FHA preferred but not required). * High School Diploma or GED required. * Strong understanding of mortgage terminology and ability to ask clarifying questions. Performance Expectations * Attendance: No more than 4 tardies or unscheduled absences within a rolling 12-month period. * Service Level: 82.5% of calls answered within 20 seconds. * Abandonment Rate: Less than 2% of calls abandoned. * Average Handle Time: Maintain an average of 6 minutes or less per call. * Schedule Adherence: Maintain adherence of 96% or higher. * Call Quality: Average call monitoring score of 94% or higher. * Escalation Errors: Maintain an error rate of 3% or less. Experience Level Intermediate Level Pay and Benefits The pay range for this position is $21.61 - $23.32/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: * Medical, dental & vision * Critical Illness, Accident, and Hospital * 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available * Life Insurance (Voluntary Life & AD&D for the employee and dependents) * Short and long-term disability * Health Spending Account (HSA) * Transportation benefits * Employee Assistance Program * Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a fully onsite position in Indianapolis,IN. Application Deadline This position is anticipated to close on Sep 18, 2025. h4>About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. About TEKsystems and TEKsystems Global Services We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.