Experienced FHA Mortgage Customer Service Representative – Remote, 8‑Hour Shifts, Federal Contact Center

About brighthush

At brighthush, we are redefining the way people experience homeownership. As a national leader in federal housing support, we empower millions of homebuyers, homeowners, and industry professionals with reliable, accurate, and compassionate guidance on FHA‑insured mortgage programs. Our mission is simple yet powerful: to make the path to a safe, affordable home clear and accessible for everyone.

Why Join brighthush?

Working at brighthush means becoming part of a forward‑thinking, purpose‑driven organization that values integrity, innovation, and continuous learning. We are proud of our inclusive culture, our commitment to professional development, and our dedication to delivering exceptional service to the communities we serve. Whether you’re a seasoned mortgage veteran or a customer‑service pro looking to broaden your skill set, brighthush offers a platform where your expertise can shine and your career can grow.

Position Overview

We are seeking a dedicated FHA Mortgage Customer Service Representative to join our federal contact center. In this role, you will be the first point of contact for a diverse range of callers—including homebuyers, homeowners, lenders, real estate agents, appraisers, and housing counselors—who reach out via phone, email, chat, text, and web. Your responsibilities will include answering inquiries, providing clear explanations of FHA loan programs, troubleshooting system issues, and escalating complex cases to specialized HUD/FHA teams.

Key Responsibilities

• Handle inbound calls, emails, chats, and text messages from consumers and mortgage industry professionals regarding FHA mortgage programs.
• Explain FHA loan programs, eligibility criteria, application processes, and available resources with clarity and empathy.
• Assist lenders, appraisers, and other industry users with account access and system‑related questions.
• Utilize the knowledge base and HUD guidance to provide consistent, accurate information to every caller.
• Record all interactions in Salesforce, creating and updating service requests as needed.
• Escalate complex or unresolved cases to the appropriate HUD/FHA specialist, ensuring a complete hand‑off with all relevant notes.
• Process inbound mail requests and distribute program literature, forms, and booklets.
• Provide calm, patient support to homeowners in distress—such as those affected by natural disasters or financial hardship.
• Safeguard personal and financial information in compliance with federal privacy and security regulations.
• Meet or exceed quality targets for first‑contact resolution, accuracy, and response time, and participate in regular coaching sessions.
• Complete mandatory 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 of two years of customer service experience by phone; experience with email and chat is a plus.
  • Clear written and spoken English; a short writing test will be administered.
  • Proficient computer skills, web research abilities, and a typing speed of at least 40 words per minute.
  • Ability to pass a federal background check and a public trust investigation.
• Technical Proficiency: Comfortable using Salesforce or a similar case‑management system.
• Personal Traits: Patience, attention to detail, strong communication skills, and a commitment to following procedures accurately.

Preferred Qualifications

• Three or more years of mortgage or real‑estate experience (e.g., loan officer, processor, underwriter, closer, servicing, loss mitigation, title/escrow, or licensed real‑estate agent).
• Working knowledge of FHA loans; familiarity with VA, USDA, or conventional loans is advantageous.
• Current or past NMLS license.
• Fluency in Spanish and English.
• Experience with Salesforce or another case‑management platform.

Skills & Competencies

• Exceptional verbal and written communication.
• Strong problem‑solving and analytical abilities.
• High level of empathy and customer‑centric mindset.
• Ability to manage multiple tasks and prioritize effectively.
• Adaptability to changing processes and new technologies.
• Team collaboration and a willingness to share knowledge.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As you master FHA program knowledge and refine your customer‑service skills, you’ll have opportunities to:

• Progress into senior support roles or specialized HUD/FHA positions.
• Lead training sessions for new hires and cross‑functional teams.
• Participate in continuous improvement initiatives that shape the future of federal housing support.
• Access to internal learning resources, webinars, and industry conferences.
• Mentorship programs that pair you with experienced leaders in the field.

Work Environment & Culture

Our remote work model offers flexibility while maintaining a strong sense of community. You’ll collaborate with a diverse team of professionals who share a passion for helping people achieve their homeownership dreams. At brighthush, we celebrate:

• Inclusivity and respect for all backgrounds.
• Continuous learning and innovation.
• Work‑life balance, with a structured 8‑hour shift schedule.
• Recognition of achievements through performance bonuses and awards.
• Regular virtual team‑building events and open communication channels.

Compensation & Benefits

We offer a competitive hourly rate of $23–$24 per hour, commensurate with your mortgage experience. In addition to your base pay, you’ll receive:

• Comprehensive health coverage (Medical, Dental & Vision).
• Life insurance (Basic & AD&D).
• 401(k) retirement plan with company match.
• Paid time off—vacation, sick leave, and holidays.
• Short‑term disability coverage.
• Annual performance bonuses and incentive programs.
• Professional development stipend and tuition reimbursement.

How to Apply

If you’re ready to bring your customer‑service expertise to a role that makes a real difference, we encourage you to apply now. Early applicants will be prioritized for interview and onboarding, ensuring you can start contributing to brighthush’s mission as soon as the federal contract begins.

Equal Opportunity Statement

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, or veteran status.