Customer Service Representative

Guild Mortgage Company is a mortgage banking firm dedicated to providing affordable home financing since 1960. They are seeking a Customer Service Representative to deliver friendly and efficient service to customers while adhering to established guidelines and service levels.

Responsibilities:

• 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:

• 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
• 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
• Familiarity with document retention software; Blitzdoc preferred