Customer Service Specialist

Join Virginia Housing and help make a difference as a Customer Service Specialist. (Hybrid)

This important role will be responsible for providing professional service by acting as the primary point of contact for Virginia Housing direct mortgages.  The Customer Service Specialist will build relationships by actively listening and resolving borrowers’ inquiries/disputes quickly, efficiently, and accurately while protecting Virginia Housing 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 leading housing finance agencies. Our mission is to help Virginians attain quality, affordable housing, which we accomplish through our lending and grant programs.  

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:

• A few years of mortgage customer service experience.
• A few years of customer service experience in a call center environment.
• Understanding of the mortgage loan process including escrow accounts.
• Prior knowledge of Black Knight/MSP/ICE or similar mortgage servicing platform.
• Strong oral and written communication skills.
• Ability to perform multiple administrative tasks by adhering to regulatory and Virginia Housing guidelines and providing information in a timely, professional, and courteous manner.
• 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.
• Experience documenting loan records and performing maintenance in servicing operating system.
• High school diploma or GED.

The ideal candidate would also have experience in:

• Mortgage servicing call center environment.
• Bi-lingual (Spanish) skills preferred.

Applications and resumes are accepted online only at http://www.virginiahousing.com/careers.

This position will close at midnight on April 9, 2026.

Hiring Range: $47,000 - $63,000

A background check will be performed as a condition of employment.

A Conflict-of-Interest Act Disclosure form and Secondary Employment Disclosure form will need to be completed as a condition of employment. 

Virginia Housing requires associates to live and work within the Commonwealth of Virginia. 

Internal applicants: 

(MR-3) - Please review relevant HR policy under 'Employment Practices' on the Zone before applying. 

Apply through the Zone or at http://employees-virginiahousing.icims.com/.

-EOE-

V3 Certified Military friendly employer

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