It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

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

• Completes 50-75 incoming calls/call center related activities during established operating hours and provide superior Customer Service.
• Is knowledgeable and responsible for general information and ongoing policy changes/updates in 7 different divisions and/or departments’ incoming calls to assist in providing superior Customer Service in Homeownership, OSPP, Housing Counseling, HEMAP, ALSV (Investor Accounting, Escrow, Early Default Servicing, Preservations, Special Loans, Web Help & REO), Multi-family (Development, Housing Services, Housing Management & Technical Services) 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.
• Be knowledgeable with more detailed and specialized information to assist on department’s sub queues as call volume requires.
• Work on special inbound/outbound call projects as requested by other PHFA divisions. This includes and not limited to Unclaimed Funds, RNIH, Special Initiatives, TIN verifications.
• Responsible for AskPHFA, online inquires, and secure messages, responding to those inquires within 24 hours/next business day.
• Responsible for clearing authorized division voicemail boxes, returning calls to borrowers daily and serving as a backup to other PHFA department mailboxes accessible to the Customer Solutions Center.
• Assists the Customer Solutions Center Compliance team with follow-up inquires to callers/borrowers monthly.
• Updates the Customer Solutions Center Representative Manual as necessary.
• Ability to effectively perform all C.S.C. level 2-Associate position functions and responsibilities.
• Interested applicants must be fully Bilingual in written and oral Spanish and English.

Qualifications

Associate of Science - Finance, English, Job Knowledge, Relevant professional experience (2-5 years), Spanish

Experience

Relevant professional experience (2-5 years)

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.