Bilingual Customer Service Representative

Strongbridge, LLC is seeking full-time Bilingual Customer Service Representatives at the FHA Resource Center in Indianapolis, IN. (There is an opportunity for telework after training upon performance and customer approval.) This is a full-time opportunity with a shift of 11:35 am - 8:05 pm.

Our Representatives 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.

As a Customer Service Representative, you will assist renters, tenants, and property managers by providing resources and referrals to meet their rental needs. You may also assist homebuyers and homeowners with requests related to purchasing and owning a home. This is a great opportunity to gain knowledge of HUD rental assistance programs and to learn about FHA Housing Administration (FHA) mortgage programs through ongoing training while delivering excellent customer service to connect others with program resources.

This position is covered under the Service Contract Act (SCA) and is subject to minimum wage requirements as well as the minimum Health and Welfare benefit. This position is eligible for paid vacation, sick leave, and holidays.

Responsibilities:

• Reply to calls and emails from the public on housing and FHA mortgages
• Utilize knowledge base and follow Standard Operating Procedures (SOPs) to answer customer requests
• Deliver excellent customer service in a high-volume call center, including responding to customer complaints
• Document customer email and phone communications within an internal database.

Basic Qualifications

• High School diploma or General Educational Development (GED) certificate
• Minimum of 2 years of contact center experience or telephone customer service experience.
• Ability to successfully obtain a Public Trust Security clearance, which includes a credit check and background investigation
• Bilingual (English & Spanish) verbal and written
• The capability to navigate multiple computer systems and applications, and utilize search tools to provide information to our clients
• Excellent time management skills and dependability
• Experience with MS Office (Outlook, Word, Teams)
• Strong written and verbal communication skills including telephone etiquette
• Ability to type at least 40 words per minute

Desired Qualifications:

• Call Center (Omnichannel) background
• Experience in rental property management or mortgage servicing, including handling complaints

Headquartered in Sterling, Va., Strongbridge is a Federal Government service provider. Strongbridge has extensive experience and knowledge in systems engineering, IT services, strategic communications and program support. Strongbridge is financially secure and a trusted partner that treats our customers, partners and employees with integrity and respect.

What Sets Strongbridge Apart

Strongbridge is a robust and agile small business led by seasoned government contracting executives with the quality processes and management controls of a large business. Our program management processes and techniques are based on industry best practices, and certified by external auditors, ensuring low performance risk. Strongbridge has a proven record of customer satisfaction that provides assurance to our customers of future high performance. Strongbridge offers a comprehensive benefits package for full-time employees including paid time off, paid holidays, 401k with company match, health/dental/life insurance/short and long-term disability and flexible spending accounts. Strongbridge is a proud Equal Opportunity and Affirmative Action Employer (EOE/AA/M/F/VETERAN/DISABILITY). Strongbridge embraces diversity by providing equal employment opportunities for all individuals regardless of age, color, religion, sex, national origin, and status as an individual with a disability or protected veteran. Strongbridge also maintains a drug-free workplace.

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