Customer Service Representative

What we are all about:

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 a hybrid 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:

Process Daily Customer Requests

You will handle a wide range of customer‑initiated requests, including:

Name and address changes
ACH setup and removal requests
NSF 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
Additional responsibilities include:

Assisting the Supervisor with data mapping for manual conversions
Supporting the development of training materials for processes and procedures
Providing cross‑functional servicing support during peak periods
Assisting with special projects as assigned
Researching and resolving lost payments
How you will make an impact:

As a Customer Service Representative, you will help ensure a positive borrower experience and support the accuracy of our servicing operations by:

·         Delivering professional customer service by phone, email, and occasional in‑person interactions

·         Actively listening, asking clarifying questions, and providing clear, accurate information

·         Offering basic technical support for customers using our online portal

·         Responding to written inquiries with clear, professional communication

·         Researching and resolving complex customer issues in accordance with policies and regulations

·         Documenting all customer interactions in the system of record

·         Applying general knowledge of RI Housing loan products and basic escrow/RESPA requirements

·         Supporting special projects and contributing to process improvements as needed

What success looks like in this position:

·         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.

 

Not sure if you meet all the qualifications? Let us decide!
Why RIHousing:

 

Mission-Driven Organization
Mentorship Program
Lunch and Learn series
Employee Recognition programs
Dedicated Workforce
Parking Stipend
Medical/Dental/Vision/Life Insurance
Paid Time Off
Retirement Options
Flexible Work Hours- If Position Eligible, Future Hybrid Work May Be Available
Education Reimbursement
Onsite Fitness Classes
Volunteer Days
Winner of “Best Places to Work” 2016, 2018, 2019, 2021 – 2025
Greater Providence Chamber of Commerce Worksite Health Award 2013 – 2025
PBN’s Healthiest Employers of RI 2025
About RIHousing

RIHousing works to ensure that all people who live in Rhode Island can afford a healthy, attractive home that meets their needs. RIHousing provides loans, grants, education, and assistance to help Rhode Islanders find, rent, buy, build, and keep a good home. Created by the General Assembly in 1973, RIHousing is a self-sustaining corporation and receives no state funding for operations.