Experienced FHA Mortgage Customer Service Representative – Federal Contact Center – Remote, 8‑Hour Shifts, $23‑24/hr

Introduction: Join brighthush and Empower Homeownership

At brighthush, we are redefining the way people connect with the housing market. Our mission is to provide clear, compassionate, and accurate guidance to homebuyers, homeowners, lenders, real estate professionals, and community partners across the United States. By leveraging cutting‑edge technology, a robust knowledge base, and a dedicated team of experts, we help thousands of families navigate the complexities of FHA‑insured mortgage programs and related federal housing initiatives.

As a federal contact center, brighthush operates under a government contract that demands the highest standards of customer service, data security, and compliance. We are looking for a seasoned Customer Service Representative who thrives in a structured, high‑impact environment and who is passionate about helping people achieve their homeownership dreams.

Key Responsibilities

• Multi‑Channel Support: Handle inbound calls, emails, live chats, text messages, and web inquiries from a diverse audience—including first‑time buyers, seasoned homeowners, lenders, appraisers, real estate agents, and housing counselors.
• Accurate Program Guidance: Explain FHA loan programs, eligibility criteria, application processes, and related HUD guidance with clarity and empathy.
• Technical Assistance: Resolve account access issues and system questions for industry partners using Salesforce and other case‑management tools.
• Knowledge‑Based Resolution: Utilize the comprehensive knowledge base and HUD resources to provide consistent, accurate answers, aiming for first‑contact resolution.
• Escalation Management: Identify complex cases, document detailed histories, and seamlessly transfer them to specialized HUD/FHA teams while ensuring a smooth handoff.
• Mail & Documentation Processing: Receive inbound mail requests, assemble and dispatch program literature, forms, and informational packets.
• High‑Stress Support: Provide calm, patient assistance to homeowners facing financial hardship or post‑disaster situations, ensuring discretion and sensitivity.
• Data Security & Privacy: Protect personal and financial information in strict compliance with federal privacy and security regulations.
• Performance & Coaching: Meet or exceed quality targets for first‑contact resolution, accuracy, and response time; participate in regular coaching sessions to refine skills.
• Annual Training: Complete required HUD security, privacy, and program training each year to maintain certification and compliance.

Essential Qualifications

• Education: High school diploma or GED required; two or more years of college, associate degree, or higher preferred.
• Customer Service Experience: Minimum of two years in a phone‑centric customer service role; experience with email and chat support is a plus.
• Communication Skills: Clear written and spoken English; a short writing test will be administered during the interview process.
• Typing & Computer Proficiency: Minimum 40 words per minute typing speed; strong web research skills and familiarity with Microsoft Office suite.
• Background Check: Must pass a federal background check and a public trust investigation before starting.

Preferred Experience & Credentials

• Mortgage or Real Estate Background: Three or more years in roles such as loan officer, processor, underwriter, closer, post‑closing specialist, mortgage servicing, loss mitigation, call‑center agent, title/escrow, or licensed real estate agent.
• FHA Knowledge: Working understanding of FHA loan programs; familiarity with VA, USDA, or conventional loans is advantageous.
• NMLS License: Current or past National Mortgage Licensing System (NMLS) license is a plus.
• Multilingual Abilities: Fluency in Spanish and English is highly desirable.
• Case Management Systems: Experience with Salesforce or similar case‑management platforms is a strong advantage.

Skills & Competencies for Success

• Customer‑Centric Mindset: Ability to listen actively, empathize, and provide solutions that meet the caller’s needs.
• Attention to Detail: Precision in data entry, documentation, and adherence to procedural guidelines.
• Problem‑Solving: Quick analytical thinking to troubleshoot issues and identify appropriate resources.
• Time Management: Efficiently juggle multiple inquiries while maintaining high quality and compliance.
• Adaptability: Comfortable working within a structured federal framework while staying responsive to evolving policies.
• Team Collaboration: Willingness to share knowledge, support peers, and contribute to continuous improvement initiatives.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Service Representative, you will have the opportunity to:

• Progress to a Senior Support Specialist or Team Lead role within the federal contact center.
• Transition into specialized FHA or HUD program roles, such as Compliance Analyst or Policy Advisor.
• Participate in cross‑functional projects that shape the future of federal housing support.
• Access ongoing training programs, including advanced mortgage education, leadership development, and data analytics workshops.
• Earn certifications such as the Mortgage Loan Originator (MLO) license or specialized HUD compliance credentials.

Work Environment & Company Culture

brighthush offers a supportive, inclusive, and dynamic work environment that values:

• Community Impact: Every interaction contributes to a larger mission of expanding homeownership opportunities.
• Ethical Standards: We uphold the highest levels of integrity, transparency, and accountability.
• Innovation: Continuous improvement of processes, technology, and customer experience is embedded in our culture.
• Learning & Growth: Employees are encouraged to pursue professional development and share knowledge across teams.
• Work‑Life Balance: Remote work flexibility, consistent weekday schedules, and supportive policies help you thrive both personally and professionally.

Compensation, Perks, and Benefits

While the base hourly rate ranges from $23 to $24 depending on mortgage experience, brighthush offers a comprehensive benefits package designed to support your well‑being and future:

• Health Care Plan (Medical, Dental & Vision)
• Life Insurance (Basic & AD&D)
• 401(k) Plan with company match
• Paid Time Off (Vacation, Sick, & Holidays)
• Short‑Term Disability Coverage
• Employee Assistance Program (EAP)
• Professional Development Stipend
• Flexible Remote Work Options
• Regular Team Building Events and Recognition Programs

Why brighthush?

When you join brighthush, you become part of a mission‑driven organization that values your expertise, respects your time, and invests in your growth. You will work alongside dedicated professionals who share a common goal: to make the federal housing system accessible, transparent, and supportive for every individual who seeks a home. Your daily interactions will have a tangible impact on families, communities, and the broader housing market.

Ready to Apply?

If you are a patient, detail‑oriented customer service professional with a passion for mortgage programs and a desire to serve the public, we encourage you to apply today. Your experience, combined with brighthush’s commitment to excellence, will create a powerful partnership that drives positive change in the housing industry.

Click the link below to submit your application and take the first step toward a rewarding career with brighthush.