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Guild Mortgage · 1 day ago

Sr. Customer Service Representative

United States

Full-time

Remote

Mid, Senior Level

$24/hr - $33/hr

4+ years exp

Guild Mortgage Company has been closing loans and opening doors since 1960, dedicated to serving homeowners and buyers. The Senior Customer Service Representative is responsible for providing expert customer service, mentoring staff, and ensuring compliance with service levels and guidelines.

Consumer LendingLendingMortgageReal Estate

Responsibilities

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

Qualification

Mortgage loan servicingCustomer service excellenceRegulationsData entry proficiencyMicrosoft Office SuiteInterpersonal skillsProblem-solving skillsVerbal communicationWritten communicationOrganizational skills

Required

High School Diploma or equivalent, required

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

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

Proficiency in Microsoft Office Suite, Word, Excel, Wiki, collaborative cloud-based programs, and third-party software applications required

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

Commitment to company values

Customer Service - Proactive attention to each person

Integrity - Do and say what's right

Respect - Treat others with dignity