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Job Details

Customer Service Representative - Mortgage Servicing ( R-00085199 )

Customer Service

Customer Service



Albuquerque, New Mexico, United States


Job Description:

Leidos is seeking full time Customer Service Specialists with mortgage servicing experience to join our contact center in Albuquerque, New Mexico. As a 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.

Our Customer Service Specialists 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.

NOTE: This position has the potential to be a hybrid role (3 days in office/2 days at home) with proven performance after 4-6 months.

Come join our rapidly growing team and enjoy these benefits:

  • Paid Time Off (PTO) accrued based on Leidos policy, up to 3 weeks a year

  • Ten paid holidays per year

  • Access to benefits on day one including medical and dental insurance, 401K, Life, AD&D, Voluntary Disability plans

  • Ongoing training to support your success

  • Tuition reimbursement based on Leidos policy

  • Discounted Leidos stock purchase and other Employee Discounts

As a Customer Service Specialist, you will:

  • Provide excellent customer service, responding to a variety of calls and emails from the mortgage servicing industry and the public on FHA guidelines and procedures

  • Use your knowledge of mortgage servicing 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

To be a successful Customer Service Specialist, you must possess:

  • The ability to navigate multiple computer systems and applications, and utilize search tools to provide information to our clients

  • Excellent time management skills and dependability

  • Strong verbal and written communication skills

  • The ability to work the 8-hour closing shift, Monday through Friday between 9am to 6pm Mountain Time, based on business needs.

Required Education and Experience:

  • High School diploma or GED

  • At least 2 years mortgage servicing experience (i.e. loan servicing specialist, loss mitigation specialist) plus an additional year of customer service or contact center experience

  • Must be able to obtain a Public Trust Security clearance, which includes a credit check and background investigation

Desired Qualifications:

  • Contact center (omnichannel) experience

  • Bilingual (Spanish/English), verbal and written

  • FHA experience

*This position is covered under the Service Contract Act and is subject to minimum wage requirements as well as the minimum Health and Welfare benefit. Leidos ensure that all provisions are met through their wages and benefits.*

**The rate range for this position is $18 to $22 per hour, but may be higher based on actual experience and skills.

Pay Range:Pay Range - -

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.