Experienced FHA Mortgage Customer Service Representative – Federal Housing Administration Loan Support Specialist (Remote, Full‑Time)
About brighthush
brighthush is a national leader in providing employment services to people with disabilities, empowering them to reach their full potential. With a mission that extends beyond traditional job placement, brighthush delivers high‑impact solutions that help individuals live, work, and thrive in their communities. Our core values—community, helpfulness, abilities, leadership, learning, ethics, innovation, growth, and effective outcomes—guide every interaction, project, and partnership. Over the past decade, we have helped more than 600 disabled professionals secure meaningful, sustainable careers across the United States.
Now, brighthush is expanding its federal contact center team to support the Federal Housing Administration (FHA) and its mission to make homeownership accessible for all. As part of this initiative, we’re looking for dedicated, detail‑oriented Customer Service Representatives who can provide clear, compassionate, and accurate information to a diverse range of stakeholders—including homebuyers, homeowners, lenders, real estate agents, appraisers, and housing counselors.
Role Overview
As an FHA Mortgage Customer Service Representative at brighthush, you will be the first point of contact for individuals and professionals seeking guidance on FHA‑insured home loan programs. You will answer inbound calls, emails, chats, and text messages, resolve most inquiries on the first contact, and forward complex cases to specialized HUD/FHA teams with comprehensive notes. Your work will directly impact the lives of thousands of people who rely on FHA programs to secure safe, affordable housing.
Key attributes for success in this role include:
- Strong communication skills—both written and verbal—across multiple channels.
- Patience and empathy when dealing with callers in stressful or crisis situations.
- Meticulous attention to detail and strict adherence to procedures.
- Comfort with technology, including Salesforce, knowledge bases, and web research.
- A steady, weekday schedule with a preference for a non‑sales environment.
Key Responsibilities
- Multi‑Channel Support: Respond to inbound calls, emails, chats, and text messages from consumers and mortgage industry professionals regarding FHA loan programs.
- Program Education: Explain FHA loan eligibility, application processes, and program guidance using the knowledge base and HUD resources.
- Account Assistance: Help lenders, appraisers, and other industry users with system access and account‑related questions.
- Information Accuracy: Retrieve answers from the knowledge base and HUD guidance, ensuring consistent, accurate information is provided to every caller.
- Case Management: Record every interaction in Salesforce, create and update service requests, and maintain detailed notes for follow‑up.
- Escalation: Transfer complex cases to the appropriate HUD/FHA specialist, attaching full history and context.
- Mail Processing: Process inbound mail requests and distribute program literature, forms, and booklets.
- Caller Support: Provide patience, discretion, and empathy to homeowners in distress—such as those affected by natural disasters or financial hardship.
- Privacy & Security: Protect personal and financial information in compliance with federal privacy and security regulations.
- Quality & Performance: Meet or exceed first‑contact resolution, accuracy, and response‑time targets; participate in regular coaching sessions.
- Training & Compliance: Complete required HUD security, privacy, and program training annually.
Essential Qualifications
- Education: High school diploma or GED; two or more years of college, or an associate degree or higher is preferred.
- Experience: Minimum two years of customer service experience by phone; experience with email and chat is preferred.
- Language: Clear written and spoken English; a short writing test will be administered.
- Typing & Research: Ability to type at least 40 words per minute and conduct efficient web research.
- Background Check: Must pass a federal background check and a public trust investigation before starting.
Preferred Qualifications & Skills
- Mortgage/Real Estate Background: Three or more years of experience in loan origination, processing, underwriting, closing, servicing, loss mitigation, title/escrow, or as a licensed real estate agent.
- Loan Knowledge: Working knowledge of FHA loans; familiarity with VA, USDA, or conventional loans is a plus.
- NMLS License: Current or past NMLS license is a strong advantage.
- Language Skills: Fluency in Spanish and English is highly desirable.
- CRM Experience: Experience with Salesforce or another case‑management system.
- Technical Proficiency: Comfortable navigating multiple software platforms, including knowledge bases, email clients, and chat systems.
- Soft Skills: Strong problem‑solving ability, excellent listening skills, and a customer‑first mindset.
Career Growth & Learning Opportunities
At brighthush, we believe in continuous professional development. As an FHA Mortgage Customer Service Representative, you will have access to:
- Annual HUD security, privacy, and program training to keep you up‑to‑date on federal regulations.
- Cross‑training opportunities in other mortgage products (VA, USDA, conventional) and in specialized roles such as HUD specialist or case manager.
- Mentorship from experienced mortgage professionals and federal housing specialists.
- Career advancement pathways to supervisory, training, or specialist positions within the federal contact center.
- Access to industry conferences, webinars, and certification programs (e.g., NMLS, FHA‑specific courses).
Work Environment & Company Culture
Working remotely from the comfort of your own home, you’ll enjoy a flexible, supportive environment that values work‑life balance. Our remote teams are connected through daily stand‑ups, weekly team meetings, and a robust internal communication platform. At brighthush, we celebrate diversity, inclusion, and the unique perspectives each team member brings. Our culture is built on:
- Community: Collaborative teamwork and shared success.
- Helpfulness: A commitment to supporting one another and our clients.
- Abilities: Recognition of individual strengths and continuous skill development.
- Leadership: Empowering employees to take initiative and lead projects.
- Learning: Ongoing training and knowledge sharing.
- Ethics: Integrity and transparency in all interactions.
- Innovation: Encouraging creative solutions to complex problems.
- Growth: Opportunities for personal and professional advancement.
- Effective Outcomes: Delivering measurable impact for our clients and the community.