Customer Service Representative

Role Overview

• Answer and service calls in a professional, timely and efficient manner.
• Build rapport with customers by greeting them in a courteous, friendly, and professional manner using procedures learned during new-hire training.
• Listen attentively to customer needs and concerns; demonstrate empathy and patience.
• Explore, analyze and respond to customers’ issues and concerns via phone, email, and through written correspondence.
• Use decision-support computer software programs to respond to typical customer work/service order inquiries and requests.
• Verify customers’ understanding of the servicing of their loan, and clarify/provide additional information as needed in order to answer questions and concerns.
• Provide accurate and complete information to resolve issues, and follow up on any outstanding issues or commitments promptly and when promised.
• Prepare complete and accurate call notes, written documentation, etc., and update customer files in the system.
• Communicate effectively with individuals/teams to ensure high quality and timely responses and resolutions to customer requests.
• Transfer misdirected customer requests to the right party, and escalate calls when needed.
• Contribute ideas and suggestions to resolve problems, provide a great customer service experience, and/or improve productivity.
• Participate in activities designed to improve customer satisfaction and business performance.
• Stay current on changes in industry regulations.
• Demonstrate and promote Guild Core Values.
• Perform other duties as assigned.

Requirements

• Bilingual in Spanish is preferred.
• High school diploma or equivalent preferred, along with a minimum of two years total work experience in high volume customer service role(s).
• Prior experience in consumer/mortgage lending, banking, or related industry/positions strongly preferred.
• Passionate about delivering excellence in customer service within a team environment.
• Demonstrate patience and professionalism when interacting with consumers.
• Ability to work in a sometimes emotionally demanding role that requires patience and professionalism while interacting with consumers experiencing financial and emotional stress.
• Excellent verbal and written communications skills required.
• Highly organized and detail oriented; ability to work in a fast-paced, metrics-driven environment required.
• Basic math skills required.
• Proficiency with data entry, Microsoft Word, Excel, PowerPoint and Outlook required.
• Familiarity with document retention software; Blitzdoc preferred.

Benefits

• medical
• dental
• vision
• life insurance
• AD&D
• LTD
• 401(k) with employer match