Sr. Customer Service Representative

Guild Mortgage Company, closing loans and opening doors since 1960. As a mortgage banking firm we are dedicated to serving the home owner/buyer. Our goal is to provide affordable home financing for our customers, utilizing the best terms available while providing a level of professionalism and service unsurpassed in the lending industry.

Position Summary

The Senior Customer Service Representative plays an important role in the organization by performing a number of activities directly related to the company’s Customer Service functions. The role is primarily responsible, under general to intermittent supervision, for providing friendly, knowledgeable and efficient service to customers and staff within agreed upon Service Levels and in compliance with established guidelines. The role is recognized by peers and Management as the “go to” subject matter expert and lead when supervisor is not available, and also assists the supervisor with the development, analysis, and implementation of training and scheduling, and in the ordering of supplies.

Compensation 

This role is a non-exempt position with a Targeted Salary Range of $24/hr - $33/hr.

Compensation at Guild is influenced by a wide array of factors including but not limited to local and federal minimum wage requirements, education, level of experience, and applicant’s geographical location.

Essential Functions

• Role model and coach CSRs to explore, analyze, and respond to customers’ issues and concerns via phone, email, and letters. Address and clarify issues related to procedures and requirements, products, systems, responses, etc.
• Monitor, coach and recognize individuals and team for answering customer service calls in a timely and efficient manner.
• Respond to escalated calls that cannot be resolved by other Customer Service Representatives.
• Support new hire training and work closely with less experienced employees.
• Participate and make recommendations related to staff changes, interviews, and selection of new hires, internal promotions, performance evaluations, recognition, employee relations issues, and disciplinary actions.
• Share information and make recommendations to improve overall department performance and service levels, customer service initiatives, etc.
• Participate in creation of training materials and job aids, as well as any new rollouts or updates.
• Communicate with other departments and management to resolve problems and expedite work.
• Identify best practices and make recommendations to address a variety of complex and highly sensitive customer issues and situations.
• Stay current on changes in industry regulations and work with management to rollout changes and updates.
• Maintain and order department supplies.
• Provide status updates as needed.
• Perform other duties as assigned.

Qualifications 

• High School Diploma or equivalent, required. Some college courses/technical training preferred.
• Minimum 4 years' experience in mortgage loan servicing experience in a high-volume call center required.
• Strong knowledge of conventional and government mortgage loan documents, including overall processes and inter-relationships, standards and requirements, terminology, compliance and regulatory requirements related to federal debt collection laws, Federal Bankruptcy Laws, and proper handling of other legal situations.
• Strong knowledge of Standard Operating Procedures, CFPB, FCRA and FDCPA preferred.
• Passionate about delivering excellence in customer service within a team environment.
• Role model patience and professionalism during all customer interactions.
• Strong interpersonal and problem-solving skills.
• Excellent verbal and written communication 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, and PowerPoint required.
• Familiarity with document retention software; Blitzdoc preferred.
• Excellent verbal and written communication skills required.
• Highly organized and detail-oriented; ability to work in a fast-paced, metrics-driven environment required.
• Proficiency in Microsoft Office Suite, Word, Excel, Wiki, collaborative cloud-based programs, and third-party software applications required.
• Commitment to company values.
• Customer Service - Proactive attention to each person
• Integrity - Do and say what's right
• Respect - Treat others with dignity
• Collaboration - Listen and work together
• Learning - Seek knowledge and strive for improvement