At arenaflex, we're committed to creating strong, sustainable, inclusive communities and quality affordable homes for all. As a global leader in providing solutions to make the world safer, healthier, and more efficient through technology, engineering, and science, we're seeking full-time FHA Customer Service Specialists with Mortgage Origination experience to join our Contact Center team.
**About arenaflex**
arenaflex is a global leader in providing solutions to make the world safer, healthier, and more efficient through technology, engineering, and science. Our company believes in engaging, developing, and empowering our diverse and valued people to foster a culture of creativity and growth. We're proud to support the US Department of Housing and Urban Development (HUD), Office of Single-Family Housing in their mission to create strong, sustainable, inclusive communities and quality affordable homes for all.
**Job Summary**
As an FHA Customer Service Specialist, you will make a difference in the lives of others, while expanding your knowledge of Federal Housing Administration (FHA) mortgage policies and procedures. You will provide excellent customer service, responding to a variety of calls and emails from the lending industry and the public on FHA guidelines and procedures. You will use your knowledge of the mortgage industry to locate answers in a knowledge database to respond to client's requests, follow standard operating procedures for various topics, systems, and contact channels, document all of your contacts in a database, and keep up to date on FHA mortgage processes and procedures.
**Key Responsibilities**
* Provide excellent customer service, responding to a variety of calls and emails from the lending industry and the public on FHA guidelines and procedures
* Use your knowledge of the mortgage industry to locate answers in a knowledge database to respond to client's requests
* Follow standard operating procedures for various topics, systems, and contact channels
* Document all of your contacts in a database
* Keep up to date on FHA mortgage processes and procedures
* Collaborate with internal teams to resolve complex customer issues
* Develop and maintain a thorough understanding of FHA policies and procedures
* Participate in ongoing training and professional development to stay up-to-date on industry trends and best practices
**Essential Qualifications**
* High School diploma or General Educational Development (GED) certificate
* Minimum of 2 years of mortgage origination experience (e.g. loan originator, loan processor, junior underwriter, loan officer)
* Minimum of 1 year of contact center experience or telephone customer service experience
* Ability to obtain a Public Trust Security clearance, which includes a credit check and background investigation
* Ability to work an 8-hour shift, Monday through Friday between 8 am to 8 pm ET, based on business needs
* FHA Experience
**Preferred Qualifications**
* Bilingual (Spanish & English), verbal and written
* Contact Center experience (Omnichannel)
* Experience with mortgage industry software and systems
**Technical Requirements**
* A minimum of 25 mbps download and 10 mbps upload speed from a reliable internet provider (Cable, DSL, or Fiber Optic/FiOS providers only)
* Must be directly connected to router/modem via Ethernet cable. Cannot use a wireless connection
* You must agree to arenaflex' Telework Agreement which includes a home work area that is free of all distractions, allowing your full undivided attention to our customers
* You will be provided with an arenaflex computer, 2 monitors, headset, camera, Ethernet cable, mouse, keyboard, security token, and all connecting cables
* The camera is used for the first 3 weeks of training, any ongoing training after that, plus staff meetings
**Skills and Competencies**
* Excellent customer service skills
* Strong written and verbal communication skills, including telephone etiquette
* Ability to navigate multiple computer systems and applications, and utilize search tools
* Excellent time management skills and dependability
* Self-motivation and the ability to work with minimal supervision
* Keyboarding proficiency of at least 40 words per minute
* Ability to work in a fast-paced environment and adapt to changing priorities
**Career Growth Opportunities and Learning Benefits**
* Ongoing training to support your success
* Tuition reimbursement based on arenaflex policy
* Opportunities for career advancement and professional growth
* Collaborative and dynamic work environment
* Access to industry-leading tools and technologies
**Work Environment and Company Culture**
* arenaflex is a global leader in providing solutions to make the world safer, healthier, and more efficient through technology, engineering, and science
* Our company believes in engaging, developing, and empowering our diverse and valued people to foster a culture of creativity and growth
* We're committed to creating a workplace that is inclusive, respectful, and supportive of all employees
* Our Contact Center team is a dynamic and fast-paced environment that requires excellent communication and problem-solving skills
**Compensation, Perks, and Benefits**
* $22 per hour
* Access to benefits on day one, including medical and dental insurance, 401K, Life, AD&D, Voluntary Disability plans
* Paid Time Off (PTO) accrued based on arenaflex policy, up to 3 weeks a year
* Ten paid holidays per year
* Voluntary overtime may be available based on business needs
* Discounted arenaflex stock purchase and other Employee Discounts
**How to Apply**
If you're a motivated and customer-focused individual with a passion for the mortgage industry, we encourage you to apply for this exciting opportunity. Please submit your application through our website, including your resume and a cover letter outlining your experience and qualifications. We look forward to hearing from you!