Careers at MassHousing

Customer Service Analyst

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

Senior Origination Analyst

Apply Now!

Organization: MassHousing

Location: One Beacon Street, Boston, MA 02108

Posting Closes: Close of Business on April 28, 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 Senior Origination Analyst is responsible for assisting the senior members of the originations team in reviewing affordable multifamily loan proposals and providing detailed and high-level analysis for the Rental Business Development Division.

This position will support origination of loans using both taxable and tax-exempt sources of capital. Taxable transactions typically involving "preservation" or recapitalization of existing affordable housing or new development of affordable housing using 9% Low Income Housing Tax Credits (LIHTCs); debt for such transactions is typically through the Federal Financing Bank (FFB), Multifamily Accelerated Processing (MAP), or taxable bond revenue. Tax-exempt transactions are those involving substantial rehabilitation or new development of affordable housing using the 4% LIHTC program; MassHousing is the private-activity bond issuer for these transactions.

The origination team also supports other MassHousing programs, and the transactions financed through those programs, such as the BILD program (including the Momentum Fund equity and FORGE debt) and the multifamily activities of the Massachusetts Community Climate Bank. The position may be engaged in supporting program development or management, or in origination of transactions financed by these programs.

Specific Duties and Responsibilities

• Reviewing loan information submitted by potential borrowers, inputting loan data into origination and underwriting model, conducting financial analysis and proposing alternative financing scenarios if necessary, and drafting a number of important documents including Term Sheets, conceptual loan proposals, and Board Summaries.
• Serving as a liaison to both external and internal business partners and taking responsibility for obtaining, understanding and analyzing data and related mortgage information from property owners and other third-party sources.
• Communicating with potential borrowers and requesting information as needed. S/he may initiate calls and attend meetings to review preliminary loan information including sources and uses, income and expense statements, market information and other documents.
• Developing relationships with potential borrowers to support RBD colleagues who are primary points of contact in preliminary loan review and structuring.
• Administering the origination and underwriting model to ensure accurate analysis and loan structuring.
• Maintaining a positive rapport with borrowers and other stakeholders and ensuring appropriate communications regarding the evaluation and eventual approval of loan transactions. Internally, the
• Analyst collaborates frequently with Rental Underwriting staff as well as Asset Management and Legal staff.
• Performing a wide variety of special assignments, including but not limited to research on industry and MassHousing business metrics, the creation of analytical tools, assisting in the creation and management of mission driven debt and grant programs and any other assignments that may emerge as part of business development or loan processing.
• Performing other duties as assigned.

Knowledge, Skills and Abilities Required

• Knowledge of basic financial and financial analysis principles.
• Strong work ethic and the ability to work independently with minimal supervision, and as a member of a team.
• Strong interpersonal and communication skills.
• Excellent organizational and analytical skills with a high-level of attention to detail.
• Effective time management and project management skills.
• Proficiency with Microsoft Office Suite; preference for candidates with demonstrated command of Excel for the creation of complex spreadsheet tracking tools.
• Ability to multi-task and manage a high-volume workload accurately and effectively.

Minimum Education and Training

• Bachelor's degree in finance, Real Estate Management, Business Administration, or related field, or equivalent work experience.
• 4+ years of substantive experience in finance or real estate.
• Demonstrated history of academic success and professional development. 

Salary Range: $80,493.30 - $104,641.29

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