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Job Description

Applies skills and job knowledge in area of specialization; may adapt procedures, operations, techniques, tools, materials, and/or equipment to meet needs of area of specialization; may work on non-routine tasks; resolves issues/makes working decisions within area of specialization or responsibility with minimal supervision

The Customer Solutions Center Representative 1 serves as the first point of contact for clients of the PA Housing Finance Agency. This role is responsible for providing accurate information, resolving inquiries, and delivering high-quality customer service related to housing programs and loan servicing. The representative will assist borrowers with account questions, payment processing, escrow inquiries, and general loan servicing support while ensuring compliance with agency policies and regulatory guidelines.

This person in this role must be fully Bilingual in written and oral Spanish and English.

Key Responsibilities

• Answer inbound calls (approximately 50-75/day) and respond to customer inquiries regarding housing programs and mortgage loan accounts
• Provide information related to loan balances, payment history, escrow accounts, due dates, and payoff requests
• Assist borrowers with payment processing and explain available payment options
• Support customers experiencing financial hardship by providing information on available assistance or loss mitigation options (as directed)
• Document all customer interactions accurately in the system
• Research and resolve basic account discrepancies
• Escalate complex loan servicing issues to appropriate departments
• Is responsible for learning and staying current with general information about programs and services offered across multiple Agency divisions to include Homeownership, Loan Servicing, Strategic Planning and Policy, Housing Counseling, Program Operations, Multifamily and Information Resources.
• Informed about customer service strategies and PHFA Homeownership programs and outside partners’ housing related initiatives that assist with informational delivery to PHFA callers.
• Maintain compliance with federal, state, and agency regulations
• Meet established call center performance metrics (call quality, call handling time, attendance, etc.)
• Provide professional, courteous, and empathetic service at all times

Required Qualifications

• High school diploma or GED
• 0–2 years of customer service or call center experience preferred
• Strong verbal and written communication skills
• Basic computer proficiency and ability to learn loan servicing systems
• Ability to handle confidential information with discretion
• Strong attention to detail and organizational skills
• Ability to manage multiple tasks in a fast-paced environment

Preferred Qualifications

• Experience in financial services, mortgage servicing, or housing programs
• Knowledge of basic mortgage terminology

Core Competencies

• Customer Focus
• Professional Communication
• Problem-Solving
• Team Collaboration
• Compliance Awareness
• Time Management

Qualifications

Spanish

Experience

EEO Statement

As an employer, PHFA is committed to having a workforce that is diverse and reflects the residents that it serves. We strive to maintain a workplace where all employees and applicants for employment receive equal opportunities in all aspects of employment. There are numerous policies in place at PHFA to help us honor this commitment.

The Pennsylvania Housing Finance Agency is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, disability, family status, gender, national origin, political affiliation, race or religion.

Diversity Statement

PHFA values, honors and commits to the equitable treatment and elimination of discrimination in all forms. We are committed to the diversity of all staff, and in all programs and services offered.