Customer Service Representative

RIHousing – Customer Service Representative

We are seeking a dynamic professional to serve as a Customer Service Representative within our Loan Servicing Department. At RI Housing, Customer Service Representatives (CSRs) serve as the primary liaison between the Agency and our customers. In this role, you will provide accurate information about our products, address billing inquiries, resolve customer concerns, and offer effective solutions. You will communicate through multiple channels, including phone and email, and will be responsible for researching and resolving more complex service issues as they arise. This is an in-person position based in Providence, Rhode Island, where you will be an integral part of our Loan Servicing team. The role is designed for in?person collaboration and active engagement within our office environment. What You'll Do Daily: This role performs a variety of customer service and research functions in alignment with investor guidelines and internal policies and procedures. You will be cross?trained across all customer service tasks and will support the Loan Servicing team through the following responsibilities: Name and address changesACH setup and removal requestsNSF notices Issuance of privacy notices New loan setup Processing and tracking returned mail Preparing Welcome Packets as required by the Consumer Financial Protection Bureau (CFPB) and the Real Estate Settlement Procedures Act (RESPA) Producing mortgage discharges in accordance with Rhode Island and Maine state laws Preparing and producing loan subordination packets following internal processes, procedures, and risk guidelines Processing one?time borrower payments (electronic and non?electronic) Preparing and submitting monthly MERS audit reports at the request of the Supervisor You will research and resolve customer complaints and inquiries by: Reviewing mortgage file documentation Analyzing data to determine appropriate actions Ensuring timely and accurate responses Maintaining customer satisfaction and fostering positive borrower relationships You will complete tasks governed by federal, investor, and state regulations, including: Loan payoff requests Final loan payments Mortgage discharges Subordination agreements

Three years of customer service experience in a mortgage or consumer finance customer service setting. Strong customer focus, communication, listening, and analytical skills. Effective written communication skills. The ability to work in a fast-paced environment and to multitask is imperative. Ability to work with limited direct supervision. Strong computer skills and the ability to use standard Microsoft Office software. Bilingual ability preferred (particularly Spanish or Portuguese).Business Certificate or associate's degree in business administration or related field preferred, or equivalent work experience required. Why RI