Customer Service Representative - FHA Housing Programs

About the role

Leidos is hiring full-time Customer Service Representatives for its FHA Resource Center in Indianapolis, IN, supporting the US Department of Housing and Urban Development's Office of Single-Family Housing. You will help renters, homebuyers and homeowners with their housing requests, learning HUD rental assistance and FHA mortgage programs through ongoing training. The position is on-site at 5757 Decatur Blvd., Indianapolis.

Key responsibilities

• Reply to calls and emails from the public on housing and FHA mortgages
• Use the knowledge base and follow SOPs to answer customer requests
• Deliver excellent service in a high-volume call center, including handling complaints
• Document email and phone communications in an internal database

Required profile

• At least 2 years of experience in a high-volume contact center, including handling complaints
• High school diploma or GED
• Experience following SOPs and using knowledge bases, FAQs and internal support tools
• Ability to obtain a Public Trust security clearance, including a credit check and background investigation
• Preferred: omnichannel call center background, rental property management or mortgage servicing experience

Required skills

• Technical skills with multiple computer systems and search tools
• Time management and dependability
• MS Office (Outlook, Word, Teams)
• Written and verbal communication, telephone etiquette, and handling upset customers
• Typing speed of at least 40 words per minute

What we offer

• Monday to Friday schedule, no weekend work
• Benefits on day one: medical and dental insurance, 401K, life and AD&D plans
• Training, employee discounts and company-sponsored Public Trust eligibility
• Paid time off up to 15 days a year and 11 paid holidays
• Pay of $19.42 per hour; voluntary overtime may be available