Customer Service Specialist

Join Virginia Housing and help make a difference as a Customer Service Specialist. (Hybrid)This important role is responsible for providing professional service by acting as the primary point of contact for Virginia Housing direct mortgages. The Customer Service Specialist builds relationships by actively listening and resolving borrowers inquires or disputes quickly, efficiently, and accurately while protecting Virginia Housing’s interest and abiding by applicable federal and insurer’s laws (i.e. HUD/VA/FNMA regulations, privacy act, RESPA etc.).Virginia Housing is one of the nation’s premier housing finance agencies. Our mission is to help Virginians attain quality, affordable housing, which we accomplish through our public-private partnerships.We are focused on employee engagement and committed to a healthy and diverse workforce. We offer on-site conveniences such as a fitness center and free parking. Educational opportunities to help your advancement are available through classroom and online programs.To be successful in this role you must possess:High school diploma or GED.At least 2 years of customer service experience in a mortgage servicing call center environment.At least 2 years of experience using Black Knight/MSP/ICE or similar mortgage servicing platform.Understanding of the mortgage loan process including escrow accounts.Strong oral and written communication skills.Ability to perform multiple administrative tasks at once.Experience responding to borrower inquires via phone, mail, and internet within established timeframes to maintain service level expectations.Ability to research and resolve inquiries by collaborating with internal and external partners.The ideal candidate would also have experience:Handling escalated calls.Bi-lingual (Spanish) skills preferred.Reading loan documents and mortgage originations process.Virginia Housing requires associates to live and work within the Commonwealth of Virginia.Applications and resumes are accepted online only at Certified Military friendly employer#LI-CP1

Created: 2025-11-21