Customer Service Rep II

Mortgage Origination Customer Service Representative

Location: Indianapolis, IN

Work Arrangement: Onsite

Shift: 8-hour shifts scheduled between 7:30 AM – 6:30 PM ET based on business needs

Clearance Requirement: Ability to obtain and maintain Public Trust clearance

Language Preference: Bilingual (English/Spanish) strongly preferred

Position Overview

We are seeking experienced Mortgage Origination Professionals to support a high-impact customer service environment focused on FHA mortgage programs. This role combines mortgage industry expertise with customer support responsibilities, providing guidance on policies, procedures, and loan processes.

The ideal candidate will bring a background in mortgage origination (loan processing, underwriting, or loan officer roles) and a strong commitment to delivering exceptional customer service. This role offers the opportunity to expand expertise in FHA guidelines while supporting both industry professionals and the public.

Key Responsibilities

Customer Support & Communication

• Provide knowledgeable support via phone and email regarding FHA mortgage guidelines and processes
• Respond to inquiries from both lending professionals and the public
• Deliver consistent, high-quality customer service in a fast-paced environment

Mortgage Knowledge & Research

• Utilize mortgage industry experience to research and resolve inquiries using internal knowledge systems
• Stay current on FHA policies, procedures, and regulatory updates
• Apply understanding of loan origination processes to support accurate responses

Documentation & Process Adherence

• Document all customer interactions within the designated system
• Follow established standard operating procedures across communication channels
• Ensure timely, accurate tracking of all requests and resolutions

Qualifications:

Required Qualifications

• High School Diploma or GED
• 2+ years of mortgage origination experience (loan processor, loan officer, junior underwriter, etc.)
• 1+ year of contact center or phone-based customer service experience
• Ability to obtain a Public Trust Security Clearance
• Strong written and verbal communication skills, including professional phone etiquette
• Ability to multitask across multiple systems and applications
• Typing proficiency of 40+ WPM

•Preferred Qualifications

• Bilingual in English and Spanish (verbal and written)
• Experience with FHA guidelines and processes
• Experience in omnichannel contact center environments

Compensation

About Us

TalentMatch^®

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

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All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

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