Apply Now!

Organization: MassHousing

Location: One Beacon Street, Boston, MA 02108

Posting Closes: Close of Business on April 23, 2025

Website: www.masshousing.com

All positions at MassHousing require a customer service mindset, in accordance with our values: Respect, Service, Empathy, Accountability, Collaboration, and Inclusion.

The Organization

MassHousing will confront the housing challenges facing the Commonwealth to improve the lives of its people. A bold mission for an innovative agency. Since its inception in 1966, MassHousing has provided more than $29 billion for more than 125,000 apartments and more than 105,000 home mortgage loans. Beyond lending, we also work to promote economic growth and empowerment for families, individuals, and businesses; help communities increase their housing stock; provide hope and homes for vulnerable populations, and look for new, cost-effective ways to provide equitable housing opportunities. We have a relentless determination to confront the Commonwealth's housing challenges and improve lives.

We know that we cannot meet our mission without a workforce that is committed to standing with us in our efforts. We achieve this by making investments in staff development and prioritizing individuals who align with our values including an unwavering dedication to diversity, equity, and inclusion.

As an employee of MassHousing you are offered a great career opportunity which is more than a paycheck. MassHousing's total compensation package features an outstanding set of employee benefits which you should consider towards your overall compensation, including but not limited to:

• Tuition reimbursement up to $10,000 per calendar year
• A 35-hour work week and a hybrid work schedule
• Back up Child/Elder Care
• Retirement Savings including a pension and a deferred compensation plan (with a match)
• Comprehensive health, dental and vision plans
• 12 paid Holidays per year and generous sick, vacation, and personal time
• Short-Term Disability
• Central Boston office location, convenient to public transportation and amenities on site

If you're ready to join our dynamic team of mission driven professionals, this might be the job for you! Interested candidates should send a letter of interest and a resume to MassHousing by visiting www.masshousing.com/workwithus

Position Summary

The Customer Service Analyst is responsible for responding to all verbal and written inquiries related to the residential mortgage loans in the MassHousing's in-house serviced portfolio, in an accurate, timely and professional manner. To achieve this objective, the Analyst must have a thorough understanding of the policies and procedures relevant to all areas of the HomeOwnership Servicing and Operations Division (HOSO), regulatory requirements, such as Real Estate Settlement Procedures Act (RESPA), Fair Credit Reporting Act (FCRA), Consumer Financial Protection Bureau (CFPB), Homeowners Protection Act (HPA), applicable to the Servicing of residential mortgage loans, as well as our Investors' requirements.

Specific Duties and Responsibilities

• Responsible for providing payoff quotes to borrowers and authorized third party borrower representatives and ensuring that borrowers' contact information is accurately updated in the mortgage servicing system upon receipt of borrowers' signed request along with required documentation (if applicable).
• Expected to assist the Senior Customer Service Specialist with other tasks as needed and to work closely with the Specialist on any requests that require in-depth review and/or the involvement of other HOSO areas.
• Required to apprise the Loan Administration Manager of any identified issues affecting the servicing of the loans so that appropriate steps can be taken to resolve them.

Knowledge, Skills and Abilities Required

• Strong technical and analytical skills.
• Excellent communication (both written and verbal) and interpersonal skills, and the ability to handle complex customer requests.
• Strong organizational skills and the ability to prioritize and work independently.
• In-depth understanding of RESPA requirements may be required.
• Working knowledge of MS Word, Excel.

Minimum Education and Training

• Bachelor's degree in business, finance preferred or equivalent experience.
• One to five years of experience with residential mortgage servicing, with an emphasis in customer service and escrow analysis.

Salary Range: $57,157.74 - $71,447.43

MassHousing has a hybrid work policy. Employees will be required to report to the office at One Beacon on a schedule to be determined with their supervisor depending on the needs of the position. However, during the first 90 days, the employee may be expected in the office more frequently for training and onboarding.

MassHousing is an Equal Opportunity Employer

Why Work at MassHousing?