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