General Clerk

ENTRY-LEVEL CSR ($21.61/HR):
-Representatives will be responding to incoming contact from consumers that have been victims of identity theft and consumer fraud. Must be able to efficiently document consumer complaints into a secure database and provide educational materials/referrals, while providing A+ customer service.
-Respond to inbound calls, emails, and voice mails following Standard Operating Procedures
-Answers routine questions from the general public on FHA mortgage programs and HUD properties.
-Utilizes prepared scripts with little or no deviation.
-Enter accurate and detailed information in a Customer Relationship Management application summarizing caller contact data, data about the nature of the request and whether or not a referral was provided.
-Warm transfers calls that are not in the Knowledge Base to the applicable Homeownership Center (HOC).

MULTI-FAMILY OPENINGS ($23.33/HR):
-Assist renters, tenants, and property managers by providing resources and referrals to meet their rental needs.
-You may also assist homebuyers and homeowners with requests related to purchasing and owning a home.
-This team will be taking calls from people being evicted or people who are homeless and looking for resources - empathy is a must!
-Field phone calls on multifamility rental requests including tenant complaints
-Provide information and resources to customers to deliver customer service excellence
-Use knowledge base to answer customer requests
-Document customer phone communications in an internal database

MORTGAGE CSR ($23.33/HR):
-The CSR rep would only need to have mortgage background. It could be FHA, conventional, VA, etc. It is preferred if they have FHA, but not required.
-A successful candidate needs knowledge of loan terminology and processes, so they understand what the lending industry client is requesting and can ask clarifying questions if needed
-The CSR would then look this information up in a Knowledge Base and provide it to the caller.
-Some FHA lenders have their own loan requirements which are more restrictive than FHA, so we stress the requirement to only use FHA approved FAQs for accuracy.
-Inbound call center handling HUD/FHA inquires as a liaison between the government, public, and industry with the US Department of Housing and Urban Development
-Provide assistance with mortgage lenders on how to become FHA approved lender and support lenders with their re certification requirements
-Answer inquires with underwriting guidelines for Federal Housing Administration for mortgages and property requirements for insurance
-Support in all areas of using FHA Connection online website to assist lenders with insuring their mortgages and maintaining the servicing of their loans
-Interact with all aspects of a HUD home from how to purchase, status of properties, realtors to be HUD approved and their re certification requirements
-Assisting real estate appraisers with FHA guidelines support and requirements to be FHA Approved
-Helping non-profits and governmental entities with support of programs offering to the public for their housing needs and HUD’s requirements to become HUD approved
-Aid callers with their housing needs from homeless, to rental assistance, to purchasing a home for the first time

Additional Skills & Qualifications

MUST HAVE - CSR
-High School Diploma or GED
-2 years of Customer Service Experience in Call Center Setting
-Reliable transportation
-Open to working between 8am-8pm
- Bilingual

MUST HAVE - MULTI FAMILY
- Be able to work until 8:00pm starting out
- 2 years of property management experience
- 1 year of contact center experience or telephone customer service experience (think receptionist, admin, etc.)
- HS Diploma or GED

MUST HAVE - MORTGAGE
- Be able to work until 8:00pm starting out
- 2+ years of mortgage experience (loan processor, junior underwriter, loan officer, loan servicing, loss mitigation specialist, etc.)
- HS Diploma or GED

Performance Expectations:
- Attendance: CSRs are expected to arrive to work as scheduled, on time, alert and prepared to start work. CSRs will accrue no more than 4 tardies and/or unscheduled absences in a rolling 12 month period.
- Service Level: More than 82.5% of calls handled by CSRs will be answered within 20 seconds
- Abandonment Rate: Less than 2% of callers will abandon while waiting in the CSR queue.
- Average Handle Time: CSRs will maintain an AHT (total time for processing a call, including talk time and after call work) of 6 minutes or less.
- Adherence: CSRs will maintain schedule adherence of more than 96%.
- Call Quality: CSRs will maintain an average call monitoring score of 94% or higher.
- Escalation Errors: CSRs will maintain an average error rate of 3% or less