Job Description
Job Description

• Respond to inbound calls, emails, live chat and voice mails.
• Possess knowledge of the mortgage origination process to be able to identify, understand and categorize the caller’s request, so that accurate and complete information is provided in response.
• Utilize a web-based knowledge database to answer policy questions and general questions from the lending industry on FHA mortgage programs.
• Utilize the FHA Connection help guide (web-based application) and the knowledge database to trouble shoot issues with the FHA Connection system.
• Utilize other HUD, web-based systems (i.e. SAMS and SFISnet) to assist appropriate callers.
• 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 transfer calls that cannot be resolved to the applicable Homeownership Center (HOC)....