Customer Service Analyst

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Careers at MassHousing

At MassHousing, we believe a home is more than a roof and four walls. A home is safety and security, opportunity and peace of mind. Our team of talented professionals works to ensure that all Massachusetts residents have a safe, healthy and affordable place to call home. If you share our commitment, we hope you will consider joining us.

Equal Opportunity Employer M/F/V/D

MassHousing is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants, colleagues and partners without regard to race, color, religion, sex, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information, military and veteran status, and any other characteristic protected by applicable law. MassHousing believes that diversity and inclusion among our colleagues and partners is critical to our success, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.

Current Openings

Associate Project Manager

Organization: MassHousing

Location: One Beacon Street, Boston, MA 02108

Posting Closes : Close of Business on January 30, 2024

Website:

MassHousing recently affirmed its longstanding commitment to diversity and inclusion in its 5-year Strategic Goals.

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 $30 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 logging in to

Position Summary

The Chief of Staff's team within MassHousing provides strategic support to executive staff members to further MassHousing's mission of confronting housing challenges facing the Commonwealth. MassHousing's Associate Project Manager leads projects assigned by the Executive Project Manager and is responsible for providing administrative and project support on various initiatives within the Agency. The Associate Project Manager will be expected to be in the office 2 to 3 days a week and remote the other days.

The Associate Project Manager will take on and be exposed to a wide range of responsibilities and will work exclusively with the Executive Project Manager who works with the executive team pursuing an aggressive agenda. This methodical team player manages projects that are highly sensitive and often multidisciplinary. The projects range from helping create process efficiencies within lending departments to researching and analyzing housing data to assisting in creating new programs that fill gaps in the affordable housing ecosystem or address emerging challenges. The role is primarily inward facing but may manage outside partnerships and working groups. Communicating complex information in a manner that is concise and easily accessible to many audiences is a fundamental skill for this position. This may take the form of succinctly written documents or crisp visually appealing PowerPoint presentations. Research experience, an analytical mind, and outstanding presentation skills are essential to success in this role. S/He reports directly to the Executive Project Manager.

Specific Duties and Responsibilities

Project Management

• Manage strategic planning efforts assigned by the Executive Project Manager.
• Research and information gathering in support of a wide range of initiatives and activities, which may include qualitative and/or quantitative information gathering, analysis, manipulation and presentation.
• Prepare project communications including status reports, dashboards, and other materials to keep management, business units, and other stakeholders informed of project status and related issues.
• Assist in managing to project timelines and milestones.
• Maintain positive relationships within MassHousing business lines and promote the collaboration and exchange of information between business lines. Work with all levels of the organization.
• Capture action items, notes, issues, risks, decisions associated with projects. Provide this information to the project team(s) and perform appropriate follow-up as needed and directed.

Research and Alignment

• Gather, analyze, and report on MassHousing data and current market trends to assist in identifying potential opportunities.
• Perform quality control of data presentations to ensure data integrity and consistency of message.
• Preparation of spreadsheets, budgets, projections and other quantitative analyses.
• Perform other duties as assigned.

Knowledge, Skills and Abilities Required

Project Management Skills

• Excellent organizational, interpersonal and project management skills.
• Proven success in coordinating projects prompting and supporting advance planning of major initiatives.
• Knowledge of regularly used templates, practices, concepts, and procedures in the project management field.

Organizational Excellence

• The ability to prioritize and manage multiple projects simultaneously and follow through on issues proactively.
• Extremely versatile, dedicated to efficient productivity.

Research and Data Analysis

• Experience with quantitative data analysis and research.
• Strong knowledge of qualitative and quantitative analytical skills.
• Ability to exercise discretion and handle confidential information.

Collaboration

• Eager and willing to learn new skills and take direction as needed.
• Ability to work under pressure on multiple responsibilities with common sense judgement, personal integrity, discretion, and diplomacy in all aspects of work.

Communication

• Concise, persuasive, and authentic communicator both verbally and in written communication.
• Identification of opportunities to communicate more effectively, internally and externally, using mapping and/or infographics, and develop maps, diagrams, infographics and other tools for use of Executive Team and others upon request.

Preferred Qualifications

• Experience in housing finance and lending. Familiarity with Massachusetts housing policies and programs.
• Nimble business mind with a focus on developing creative solutions.
• Strong project reporting skills, with a focus on interdepartmental communication.

Minimum Education and Training

• Bachelor's degree in Public Policy, Public Administration, Business Administration, or similar field.
• 2+ years of professional experience in project management support, real estate, mortgage lending, affordable housing, and/or an administration or operations role.

Salary Range: $72,956 - $94,842

All positions at MassHousing require a customer service mindset, in accordance with our values: Integrity, Excellence, Collaboration, Respect, Accountability and Service. Inherent in these values is our commitment to diversity, equity, and inclusion for all.

MassHousing is an Equal Opportunity Employer

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Customer Service Analyst

Organization: MassHousing

Location: One Beacon Street, Boston, MA 02108

Posting Closes : Close of Business on February 20, 2024

Website:

MassHousing recently affirmed its longstanding commitment to diversity and inclusion in its 5-year Strategic Goals.

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 $27.5 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 logging in to

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 (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: $56,037 to $70,046

All positions at MassHousing require a customer service mindset, in accordance with our values: Integrity, Excellence, Collaboration, Respect, Accountability and Service. Inherent in these values is our commitment to diversity, equity, and inclusion for all.

MassHousing is an Equal Opportunity Employer

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Software Architect

Organization: MassHousing

Location: One Beacon Street, Boston, MA 02108

Posting Closes : Close of Business on February 13, 2024

Website:

MassHousing recently affirmed its longstanding commitment to diversity and inclusion in its 5-year Strategic Goals.

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 $30 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 logging in to

Position Summary

The Software Architect is responsible for designing and implementing complex applications and systems integrations, solving challenging technical problems, managing software developers, and maintaining highly secure, performant, and reliable software systems.

The Software Architect makes high-level design decisions for individual systems and sets technical standards across the Systems Development department to deliver consistent quality across software projects. They design and develop software systems to meet both business and technical requirements. They are knowledgeable about current and emerging technologies, and they ensure agency systems keep pace with development of technologies, standards, and best practices.

The Software Architect is an expert technical resource for information about agency software systems, data management, application architecture, and security. In coordination with the development team, they produce and maintain documentation for applications, standards, and procedures. They diagnose and resolve issues with code, data, configuration, and infrastructure to support highly available production systems.

As a member of the IT management team, the Software Architect contributes actively by demonstrating passion for leadership, a willingness to manage day-to-day activities, plan and prioritize multiple projects, develop staff members, nurture innovation and encourage continuous improvement.

The Software Architect is a problem solver, leader, and hands-on developer.

Specific Duties and Responsibilities

• Work closely with the Manager of Systems Development to set technical direction for the department.
• Evaluate and recommend technologies, solutions, and products to meet agency and IT objectives.
• Provide technical direction and leadership to development teams on multiple projects.
• Manage staff, including project oversight, workload management, staff development, and annual performance reviews.
• Design and implement complex software systems to meet business requirements.
• Collaborate with development and operations teams to ensure systems are secure, reliable, and maintainable.
• Shepherd system changes from conception to production.
• Troubleshoot and resolve system issues.
• Develop and maintain standards, procedures, and technical documentation.
• Stay up to date with emerging trends and technologies in software development.

Knowledge, Skills and Abilities Required

• Experience architecting and implementing mission-critical systems with .NET and SQL Server.
• Proven ability to design and build web applications and systems integrations in Azure Cloud PaaS.
• Excellent programming skills, including C#, SQL, JavaScript, and PowerShell.
• Strong experience with ASP.NET MVC and Web Forms. Knowledge of Blazor a plus.
• Experience with one or more JavaScript frameworks such as Angular, React, or Vue.
• Experience with Azure DevOps for scrum, version control, CI, and CD.
• Demonstrated ability to lead and mentor development teams.
• Prior management experience of software development teams.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to work effectively under pressure with multiple deadlines and changing priorities.
• Must be ambitious, curious, well organized, and comfortable with a long "to do" list.
• Experience with Power Platform a plus.
• Familiarity with affordable housing, mortgage lending, and/or real estate a plus.

Minimum Education and Training

• Bachelor's degree in computer science or related field, or an equivalent combination of education and work experience required.
• 4+ years of experience in software development.
• 2+ years of experience in software architecture.

Salary Range: $114,710 to $149,123

All positions at MassHousing require a customer service mindset, in accordance with our values: Integrity, Excellence, Collaboration, Respect, Accountability and Service. Inherent in these values is our commitment to diversity, equity, and inclusion for all.

MassHousing is an Equal Opportunity Employer

+ Show Position Description - Less

Customer Service Analyst

Organization: MassHousing

Location: One Beacon Street, Boston, MA 02108

Posting Closes : Close of Business on February 20, 2024

Website:

MassHousing recently affirmed its longstanding commitment to diversity and inclusion in its 5-year Strategic Goals.

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 $27.5 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!

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 (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: $56,037 to $70,046

All positions at MassHousing require a customer service mindset, in accordance with our values: Integrity, Excellence, Collaboration, Respect, Accountability and Service. Inherent in these values is our commitment to diversity, equity, and inclusion for all.

MassHousing is an Equal Opportunity Employer