Job Information

Aston Carter Remote Mortgage Customer Service Representative in Columbus, Ohio


  1. Respond to inbound calls, emails, and voice mails.

  2. Possess knowledge of the mortgage origination process to be able to identify, understand and categorize the caller’s request, so that accurate and complete information is provided in response.

  3. Utilize a web-based knowledge database to answer policy questions and general questions from the lending industry on FHA mortgage programs.

  4. Utilize the FHA Connection help guide (web-based application) and the knowledge database to trouble shoot issues with the FHA Connection system.

  5. Utilize other HUD, web-based systems (i.e. SAMS and SFISnet) to assist appropriate callers.

  6. Enter accurate and detailed information in a Customer Relationship Management application summarizing caller contact data, data about the nature of the request and whether or not a referral was provided.

  7. Warm transfer calls that cannot be resolved to the applicable Homeownership Center (HOC).

  8. Handle back-up calls from the general public.

  9. Perform miscellaneous job-related duties as assigned.

The CSR II rep would only need to have mortgage experience. It could be FHA, conventional, VA, etc. It is preferred if they have FHA, but not required. A successful candidate needs knowledge of loan terminology and processes, so they understand what the lending industry client is requesting and can ask clarifying questions if needed. The CSR would then look this information up in a Knowledge Base and provide it to the caller. Using the Knowledge Base FAQs helps with consistency and accuracy. Some FHA lenders have their own loan requirements which are more restrictive than FHA, so we stress the requirement to only use FHA approved FAQs for accuracy.

● Inbound call center handling HUD/FHA inquires as a liaison between the government, public, and industry with the US Department of Housing and Urban Development

● Provide assistance with mortgage lenders on how to become FHA approved lender and support lenders with their re certification requirements

● Answer inquires with underwriting guidelines for Federal Housing Administration for mortgages and property requirements for insurance

● Support in all areas of using FHA Connection online website to assist lenders with insuring their mortgages and maintaining the servicing of their loans

● Interact with all aspects of a HUD home from how to purchase, status of properties, realtors to be HUD approved and their re certification requirements

● Assisting real estate appraisers with FHA guidelines support and requirements to be FHA Approved

● Helping non-profits and governmental entities with support of programs offering to the public for their housing needs and HUD’s requirements to become HUD approved

● Aid callers with their housing needs from homeless, to rental assistance, to purchasing a home for the first time


Mortgage, Loan, Home Loan, HUD, Originator, Underwriter, Escrow, Closing Specialist, Loss Mitigation, loan process, fha loan, fha guidelines, loan processors, Mlo, Mortgage lending, Mortgage bank, Mortgage processing

Additional Skills & Qualifications:


  • Be able to work until 8:00pm EST starting out

  • 2 Years mortgage experience

  • Proof of COVID-19 Vaccination

Experience Level:

Entry Level

About Aston Carter:

At Aston Carter, we’re dedicated to expanding career opportunities for the skilled professionals who power our business. Our success is driven by the talented, motivated people who join our team across a range of positions – from recruiting, sales and delivery to corporate roles. As part of our team, employees have the opportunity for long-term career success, where hard work is rewarded and the potential for growth is limitless.

Established in 1997, Aston Carter is a leading staffing and consulting firm, providing high-caliber talent and premium services to more than 7,000 companies across North America. Spanning four continents and more than 200 offices, we extend our clients’ capabilities by seeking solvers and delivering solutions to address today’s workforce challenges. For organizations looking for innovative solutions shaped by critical-thinking professionals, visit Aston Carter is a company within Allegis Group, a global leader in talent solutions.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 888-237-6835 or email ( for other accommodation options. However, if you have questions about this position, please contact the Recruiter located at the bottom of the job posting. The Recruiter is the sole point of contact for questions about this position.