{"id":1937349,"url":"https://alion.io/job/rihousing-customer-service-representative","title":"Customer Service Representative","company":{"id":1819559,"name":"RIHousing","domain":"rihousing.com","url":"https://alion.io/company/rihousing","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"ADP","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Providence, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":51896,"max":62276,"currency":"USD","period":"year","gross":null,"usd_annual":62276},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-10-05T15:11:00Z","employer_posted_date":"2026-10-05","last_verified_at":"2026-10-14T04:16:04Z","board_verified":true,"closed_at":null,"days_open":8,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":8},"description":"RIHousing - Customer Service Representative\nSalary - $51,896.00 - $62,276.00\nPlease note: This pay range represents the base annual full-time salary for all positions within this job grade. The actual salary offered will depend on factors such as experience and other job-related qualifications.\nWhat we are all about:\nWe 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.\nThis is an in-person 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.\nWhat you’ll do daily:\nThis 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:\nProcess Daily Customer Requests\nYou will handle a wide range of customer-initiated requests, including:\nName and address changes\nACH setup and removal requests\nNSF notices\nIssuance of privacy notices\nNew loan setup\nProcessing and tracking returned mail\nPreparing Welcome Packets as required by the Consumer Financial Protection Bureau (CFPB) and the Real Estate Settlement Procedures Act (RESPA)\nProducing mortgage discharges in accordance with Rhode Island and Maine state laws\nPreparing and producing loan subordination packets following internal processes, procedures, and risk guidelines\nProcessing one-time borrower payments (electronic and non-electronic)\nPreparing and submitting monthly MERS audit reports at the request of the Supervisor\nYou will research and resolve customer complaints and inquiries by:\nReviewing mortgage file documentation\nAnalyzing data to determine appropriate actions\nEnsuring timely and accurate responses\nMaintaining customer satisfaction and fostering positive borrower relationships\nYou will complete tasks governed by federal, investor, and state regulations, including:\nLoan payoff requests\nFinal loan payments\nMortgage discharges\nSubordination agreements\nAdditional responsibilities include:\nAssisting the Supervisor with data mapping for manual conversions\nSupporting the development of training materials for processes and procedures\nProviding cross-functional servicing support during peak periods\nAssisting with special projects as assigned\nResearching and resolving lost payments\nHow you will make an impact:\nAs a Customer Service Representative, you will help ensure a positive borrower experience and support the accuracy of our servicing operations by:\nDelivering professional customer service by phone, email, and occasional in-person interactions\nActively listening, asking clarifying questions, and providing clear, accurate information\nOffering basic technical support for customers using our online portal\nResponding to written inquiries with clear, professional communication\nResearching and resolving complex customer issues in accordance with policies and regulations\nDocumenting all customer interactions in the system of record\nApplying general knowledge of RI Housing loan products and basic escrow/RESPA requirements\nSupporting special projects and contributing to process improvements as needed\nWhat success looks like in this position:\nThree years of customer service experience in a mortgage or consumer finance customer service setting.\nStrong customer focus, communication, listening, and analytical skills.\nEffective written communication skills.\nThe ability to work in a fast-paced environment and to multitask is imperative.\nAbility to work with limited direct supervision.\nStrong computer skills and the ability to use standard Microsoft Office software.\nBilingual ability preferred (particularly Spanish or Portuguese).\nBusiness Certificate or associate’s degree in business administration or related field preferred, or equivalent work experience required.\nNot sure if you meet all the qualifications? Let us decide!\nWhy RIHousing:\nMission-Driven Organization\nMentorship Program\nLunch and Learn Series \nEmployee Recognition Programs\nDedicated Workforce\nParking Stipend\nMedical/Dental/Vision/Life Insurance\nPaid Time Off\nRetirement Options\nEducation Reimbursement\nOnsite Fitness Classes\nVolunteer Days\nWinner of “Best Places to Work” 2016, 2018, 2019, 2021 - 2026\nGreater Providence Chamber of Commerce Worksite Health Award 2013 - 2026\nPBN's Healthiest Employers of RI 2025 & 2026\nAbout RIHousing:\nRIHousing 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.","description_format":"text","description_chars":5390,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"associate","optional":true},"security_clearance":false,"languages":[{"language":"Spanish","level":"All levels","optional":true}]},"benefits":["Life insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Real Estate","Property Development"],"lifecycle":[{"event":"open","at":"2026-10-06T00:08:34Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.858,"p_room":1,"age_days":7,"expected_fill_days":24,"reasons":["conf:8","win:early"],"computed_at":"2026-10-13T05:45:00Z"},"pay":{"stated_usd_annual":62276,"is_top_pay":false},"html_url":"https://alion.io/job/rihousing-customer-service-representative","json_url":"https://alion.io/job/rihousing-customer-service-representative.json","meta":{"generated_at":"2026-10-14T04:31:48Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":6325,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-15T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1819559},"rest":"https://alion.io/mcp/rest/get_company?id=1819559"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Frihousing-customer-service-representative"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Frihousing-customer-service-representative"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Frihousing-customer-service-representative"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/rihousing-customer-service-representative\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Frihousing-customer-service-representative"}]}