Guild Mortgage

Salesforce Developer

• Apply advanced Salesforce features to meet business needs as defined in committed user stories, including, but not limited to: Apex, Flows, LWC, Aura Components, Lightning Page Builder, SOQL queries, Custom Objects and Fields, Flow Builder, etc.
• Identify areas for improvement and suggest solutions to Product Owner for system enhancement.
• Function as an experienced SME in all declarative and programmatic functionality of the Salesforce platform.
• Improve the efficiency of the Salesforce team through automation by building tools and frameworks that reduce effort required to perform daily tasks, administer support ticket types, and additional development activities to include dev tooling, writing tests, seeding test data, executing apex in async, etc.
• Collaborate with Business Analyst and stakeholders to identify comprehensive requirements for User Stories to ensure the features are built reliably and efficiently.
• Drive solution design on committed User Stories in collaboration with other and Jr. Salesforce Developers to produce solutions that are consistent with agreed upon best practice design patterns and maximize simplicity and scalability.
• Collect changes and maintain version control repository of Salesforce metadata to enable independent and parallel development effort on multiple User Stories.
• Conduct weekly Salesforce Releases and analyze version control to review accuracy prior to release night.
• Document and maintain knowledge articles and other documentation for support and business processes as executed in the Salesforce platform, including any impacts from other integrated Guild applications.
• Investigate, prepare, and execute bulk data corrections and additions in Salesforce such as finding incorrect data, performing cross-dept transfers, and supporting acquisition data migrations.
• Monitor and resolve escalated support events (Incidents, Change Requests, & Problems) in compliance with established Service Level Objectives (SLO’s).
• Stay abreast of new Salesforce Trailhead developments, continuously learning and applying knowledge to ensure ongoing professional growth.
• Mentor other developers by showing them how complete features work and how to debug.
• Encourage other developers to build things that are challenging and assist with refining those builds.
• Perform other duties as assigned.

Senior Salesforce Developer

Customer Support

• Overseeing daily operations of the Customer Service call center
• Ensuring inbound and outbound calls are handled within agreed upon Service Levels
• Monitoring the day-to-day productivity of direct reports
• Coaching and holding team members accountable for performance
• Conducting Quality Monitoring reviews of Customer Service calls
• Responding to escalated calls that cannot be resolved by agents
• Tracking escalated calls, correspondence, complaints and emails in the system until closed

Customer Service Supervisor

AI Engineer

• Source relevant data from various channels, including databases, online sources, and internal systems, essential for training AI models.
• Process raw data to make it suitable for use in machine learning, which includes cleaning, normalizing, and segmenting the data.
• Create machine learning models using appropriate algorithms and techniques to solve specific business problems or enhance application capabilities.
• Rigorously test AI models to ensure their accuracy, reliability, and robustness, and validate them against predefined metrics.
• Seamlessly integrate AI models into existing software applications, employing API calls or embedded code for smooth functionality.
• Continuously optimize AI systems for better speed, efficiency, and accuracy, ensuring they meet the required performance standards.
• Identify and fix bugs or issues in AI models and their integration into applications, ensuring smooth operation.
• Keep abreast of the latest advancements in AI, machine learning, and related technologies to incorporate cutting-edge solutions.
• Work alongside other professionals, including AI Engineers, data scientists, software developers, and project managers, to achieve cohesive project goals.
• Create detailed documentation for AI systems and their architectures, aiding in maintenance, updates, and knowledge transfer.
• Utilize AI to improve the user interface and experience of applications, making them more intuitive and responsive.
• Adhere to ethical guidelines and standards in AI development, ensuring fairness, privacy, and transparency.
• Conduct in-depth analysis of AI systems' performance, identifying areas for improvement and optimization.
• Utilize cloud computing platforms for efficient AI model development, testing, and deployment.
• Incorporate user and stakeholder feedback into AI system development to continuously improve its effectiveness and usability.
• Serve as a bridge between technical and non-technical teams, facilitating the integration of AI into various business processes and ensuring alignment with business objectives.
• Partner with key stakeholders, including the business unit leaders, Product, Data & Technology teams, to assist with their AI-related technical issues.
• Contribute to the team of AI professionals by using expertise to answer questions and sharing repeatable design patterns with less experienced teammates, enhancing skillsets and competencies of team members, and sharing technical knowledge throughout the team.
• Participate in stakeholder reviews, and design sessions.
• Provide data, reports, and information to management as needed.
• Drive strong communications, partnerships, and stakeholder management with senior leaders, functional managers, and staff.
• Perform other duties as assigned.

Data Analyst

• Partner with key stakeholders, including the business unit leaders, Product, Data & Technology teams, to assess their data and analytics needs by eliciting data requirements, and researching internal systems of record and publicly available data sources and assessing their quality of data.
• Requisition and obtain private data sources to support business needs for data and insights.
• Identify translation or transformation requirements for sourced data into the data warehouse.
• Improve quality of sourced data by data curation and validation rules as well as maintaining the Master Data tables.
• Maintain the Logical Data Dictionary (LDD) with data lineage information (field definition, domain, source system, intermediary and destination system(s), translations, transformation rules, display screens, referenced reports, etc.), Data Stewards and Data Custodian info along with versioning for historic analysis and audit trail.
• Ensure consistent delivery of high-quality insights to key stakeholders by reconciling and validating dashboards and reports in a timely manner.
• Document functional / non-functional business requirements for collecting, loading, transforming, curating, processing data and for visualization and distribution of insights.
• Identify internal process improvements for automating manual processes, optimizing data delivery, re-designing infrastructure for greater scalability, etc.
• Provide actionable insights using analytics tools into customer acquisition, operational efficiency and other key business performance metrics.
• Identify Personally Identifiable Information (PII) data in primary data sources as well as in data architecture, define masking and other data processing rules for special handling of PII data as well as maintain access control lists for visibility of PII data on a need-to-know basis.
• Identify and document the Business Continuity Plan/Disaster Recovery (BCP/DR), and technical requirements for high availability and recoverability for the data architecture.
• Improve the quality of data used for analysis by assessing the accuracy of new data sources and the effectiveness of new data gathering techniques.
• Define Key Performance Indicators (KPIs) and document technical processes to monitor and analyze data warehouse performance and data accuracy.
• Contribute to the team of data professionals by using expertise to answer questions and sharing templates, reusable artifacts with less experienced teammates, enhancing skillsets and competencies of team members, and sharing business domain knowledge throughout the team.
• Participate in stakeholder reviews and design sessions.
• Provide data, reports, and information to management as needed.
• Identify, track, and monitor trends and avoidable technology-related errors; work across functions to develop complex solutions, improvements, and stop-gaps.
• Focus on the continual improvement of policies, procedures, and processes falling under scope of authority.
• Use expertise to resolve high level issues that cannot be solved by teammates.
• Stay abreast of latest technology trends and participate in high-level decisions impacting the direction of Information Technology function.
• Consistently monitor and model platform usage, database sizes, compute resources and third- party costs to ensure that the data team’s spend is as cost-efficient as possible.
• Champion data transformation to new ways of working and generating insights.
• Drive strong communications, partnerships, and stakeholder management with senior leaders, functional managers and staff.
• Perform other duties as assigned.

Senior Data Analyst

Data Engineer

• Collaborate with key stakeholders, including the business unit leaders, Product, Data & Technology teams, to assist with their data-related technical issues and support their data infrastructure needs by collecting data from primary sources and optimizing the data architecture, improving quality of sourced data, and ensuring consistent delivery of data to key stakeholders in a timely manner.
• Extract, Load & Transform (ELT) data from various primary data sources (internal & 3rd party) into the data lake to create optimal data pipeline architecture utilizing Snowflake and Informatica tool suites.
• Assemble large, complex data sets that meet functional / non-functional business requirements.
• Identify, design, and implement internal process improvements: automating manual processes, optimizing data delivery, re-designing infrastructure for greater scalability, etc.
• Build the infrastructure required for optimal extraction, transformation, and loading of data from a wide variety of data sources using SQL and leading ELT tools.
• Design and Implement Processes to govern usage of the tools and platform at enterprise level for performance, security and audit compliance.
• Build analytics tools that utilize the data pipeline to provide actionable insights into customer acquisition, operational efficiency and other key business performance metrics.
• Keep our Personally Identifiable Information (PII) data separated and secured through table splitting, data masking, access control restrictions and redundancy (high availability across multiple zones).
• Create data tools for data scientist and analytics team members that assist them in building and optimizing data analysis and reporting.
• Improve the quality of data used for analysis by assessing the accuracy of new data sources and the effectiveness of new data gathering techniques.
• Develop processes and tools to monitor and analyze data warehouse performance and data accuracy.
• Contribute to the team of data professionals by using expertise to answer questions and sharing repeatable design patterns with less experienced teammates, enhancing skillsets and competencies of team members, and sharing technical knowledge throughout the team.
• Participate in stakeholder reviews, and design sessions.
• Provide data, reports, and information to management as needed.
• Identify, track, and monitor trends and avoidable technology-related errors; work across functions to develop complex solutions, improvements, and stop-gaps.
• Focus on the continual improvement of policies, procedures, and processes falling under scope of authority.
• Stay abreast of latest technology trends and participate in high-level decisions impacting the direction of Information Technology function.
• Consistently monitor and model platform usage, database sizes, compute resources and third-party costs to ensure that the data teams spend is as cost-efficient as possible.
• Champion data transformation to new ways of working and generating insights.
• Drive strong communications, partnerships, and stakeholder management with senior leaders, functional managers, and staff.

Product Manager

• Make AI real, safe, and valuable for our Loan Officers
• Research, evaluate, integrate, launch, and scale third-party AI tools
• Partner on internal builds so Sales can spend more time in high-value conversations and less time on busywork
• Spend time with Loan Officers to deeply understand their needs, pain points, and daily workflows, identifying the biggest opportunities for AI to simplify their work and drive productivity
• Work closely with the AI risk, software advisory, legal, compliance, vendor management, and InfoSec teams to evaluate and approve vendors for use in the field
• Define and execute the vision and roadmap for AI-driven sales enablement tools
• Collaborate with other Product Managers and Product Owners to ensure a cohesive AI strategy and aligned roadmap
• Develop a build buy framework to guide decisions on creating in-house solutions or adopting external vendor technologies
• Establish and maintain an inventory of AI capabilities to identify opportunities for increased utilization, optimization, and integration
• Evaluate emerging AI trends and apply them to the retail mortgage sales environment

Sales AI Product Manager

QA Engineer

• Establish/Define and communicate a clear vision for the IT Quality Assurance department that aligns with the broader IT and organizational objectives.
• Develop and maintain high standards for software quality assurance, including the establishment of processes to ensure consistent, high-quality outcomes.
• Implement and maintain robust quality frameworks and methodologies to drive quality assurance processes.
• Oversee the adoption and the implementation of the latest quality assurance technologies and automation tools to enhance testing efficiency and accuracy.
• Drive innovation in quality assurance practices by staying abreast of industry trends and incorporating new technologies and approaches to enhance efficiency and effectiveness.
• Ensure substantial suites of regression test scripts are built to reduce repeat effort and integrate automated testing into continuous delivery processes.
• Analyze performance data to identify trends, issues, and opportunities for improvement in software quality and team performance.
• Develop and enforce quality assurance policies to ensure that all IT products and services meet the required standards before release.
• Ensure commitments to lead, mentor, and develop a team of quality assurance professionals and associated management, fostering a culture of continuous improvement and professional growth.
• Manage relationships with vendors and third-party service providers to ensure their services and products meet the company's quality standards and are delivered at an efficient cost.
• Design and implement training programs to ensure that quality assurance team members have the necessary skills and knowledge.
• Oversee incident and defect management processes to ensure timely resolution and minimize impact on users.
• Provide regular reports to senior management on the status, challenges, achievements, and effectiveness of the IT Quality Assurance department.
• Engage and collaborate with stakeholders, including top collaborators and senior management, to understand their needs and ensure the delivery of high-quality IT solutions to improve stakeholder satisfaction.
• Ensure that all quality assurance activities comply with relevant industry regulations and standards, minimizing the risk of non-compliance penalties.
• Work closely with other IT leaders to ensure seamless integration of quality assurance processes with development and deployment workflows to ensure that QA processes are not a blocker to timely delivery.
• Collaborate with cross-functional teams, including development, operations, and support, to integrate quality assurance into all phases of the IT lifecycle.
• Identify potential risks in IT projects related to software quality and develop mitigation strategies to prevent issues before they impact the business.
• Define and track key performance indicators (KPIs) to measure the effectiveness of quality assurance efforts, measure the success of quality assurance initiatives, and make data-driven decisions.
• Manage the budget for the IT Quality Assurance department, ensuring optimal allocation of resources to meet quality objectives and departmental goals.
• Act as an advocate for quality within the organization, promoting the importance of quality assurance across all IT initiatives.

VP, IT Quality Assurance

Director

• Partner and collaborate with a broad range of roles, both internal and from our servicing departments, senior leaders to compliance and legal, along with external investors, regulators, vendors, and customers.
• Serve as the central liaison for parent company oversight of Loan Servicing, ensuring executive-level visibility through comprehensive reporting, performance metrics, and issue escalation.
• Serve as the primary representative to investors and examiners, overseeing relationship management, communications, and reporting, and ensuring feedback, findings, and action plans are prioritized and resolved promptly and professionally.
• Oversee subservicing partner(s) from a compliance, quality assurance, performance, and operational perspective as well as coordinate any transfer of servicing.
• Provide structure and consistency in team’s approach to exams, audits, licensing and CFPB quality monitoring to deliver optimal support to internal departments, timely submissions, and ultimate low to no findings.
• Identify, evaluate and mitigate internal process errors and oversights by coordinating resolution or remediation with responsible business units in addition to facilitating process improvements developed to increase customer and investor satisfaction.
• Oversee call center quality management from an arm's-length perspective, monitoring performance metrics, compliance adherence, and customer experience outcomes to ensure alignment with corporate and regulatory standards.
• Manage team to leverage strengths and develop opportunities and ensure depth in support of team functions.
• Provide direction, alignment, and support across team and hold team accountable for performance.
• Foster an environment that identifies efficiencies and removes non-value-added steps.
• Stay closely aligned with regulatory and compliance developments, ensuring internal policies, procedures, and systems are proactively adapted to meet new or revised requirements.
• Perform other duties as assigned.

Director, Servicing Oversight

Underwriter

• Overseeing Non-Qualified Mortgage (Non-QM) products and processes
• Consulting on automated underwriting tools for optimal lending performance
• Serving as escalation point for Non-QM exception requests
• Working closely with operations to provide guidance on complex loan scenarios
• Providing training to the Non-QM underwriting team
• Monitoring changes in regulations related to underwriting compliance
• Reviewing Non-QM problem loans

Non-QM Underwriting Manager

• 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
• 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
• Stay current on changes in industry regulations

Customer Service Representative

Manager

• Manage the administration and servicing of One-Time Close Construction (OTC) Loans from post-closing through final draw and conversion to permanent financing.
• Ensure smooth coordination between borrowers, builders, loan officers, and third-party builder software platforms.
• Identify potential risks in the portfolio to OTC Management.
• Monitor construction progress and oversee all loan disbursement requests, draw schedules, and lien waivers.
• Ensure compliance with Construction Lending Guidelines and industry regulatory requirements.

Construction Servicing Manager

• Monitor overall pipeline and metrics for team
• Provide training, guidance and coaching to Processors
• Train processors on pipeline management and processing skills
• Coordinate daily workflow requirements between departments
• Review loan applications and documentation for compliance
• Ensure compliance and take action on audit findings
• Conduct new and ongoing training for Processors
• Host regular meetings for processing staff

Reverse Loan Processing Manager

• Execute DataOps projects from conception to deployment, ensuring timely, and successful delivery.
• Implement automation tools and scripts to streamline data workflows and reduce manual intervention.
• Implement monitoring and alerting systems to track the health and performance of data pipelines and storage systems and quickly resolve any issues that arise.
• Ensure robust data pipeline and storage system security measures are in place and that data management practices comply with relevant regulations.
• Implement and maintain disaster recovery plans and redundancy measures, ensuring data integrity and availability in case of failures.
• Perform data migrations from existing databases to our Cloud environment, ensuring seamless transitions and data integrity.
• Stay abreast of latest technology trends and participate in high-level decisions impacting the direction of the Information Technology function.

Senior DataOps Engineer

Accounting Manager

• Analyze investor accounts, reports and operations performance/metrics to identify trends and report discrepancies; recommend actions to address trends, resolve discrepancies/issues, and maximize efficiency.
• Anticipate internal and external factors that may impact systems and process strategy and develop plans to mitigate risks to successfully meet department goals.
• Prepare monthly status/activity reports and investor accounting special reports for senior management, including key metrics; make recommendations to senior leaders related to area of expertise.
• Review and audit bank reconciliations and custodial bank accounts.
• Perform comprehensive process and systems analysis to determine both standard and white label new investor on boarding requirements.
• Develop, update and manage department policies, procedures, systems and controls.
• Serve as a key point of contact for external and internal examinations/audits, prepare responses and manage the remediation of findings as needed.
• Authorize loan modifications, investor remittances, wire transfers, bank deposits and general ledger entries.
• Provides goal setting, training, coaching, guidance, and recognition to team members; hire, train, coach, discipline and exit team members as necessary.
• Assign work and monitor performance of direct reports to ensure work is completed in accordance with objectives and deadlines.
• Update and communicate changes to servicing agreements and reporting requirements; notify direct reports and other departments of new investors.
• Ensure accurate records are maintained for each investor.
• Resolve complex/sensitive issues involving investor accounts and reports; respond to and coach team members as necessary and resolve escalated problems.
• Apply expertise and knowledge to support testing and validation of internal systems; work with analysts to ensure systems and processes are updated and tested, and that policies and procedures reflect these changes.
• Prepare annual budget, manage department to monthly and yearly expense budget.
• Manage departmental projects to ensure they are properly developed, tracked, and implemented.
• Follow up on and remediate action items/deficiencies to ensure direct manager is informed.
• Direct the development of training to ensure changes and improvement relating to investor rules and regulations, compliance criteria, internal policy and guidelines, and best practices.

Director, Loan Accounting

SDET

• Creating automated scripts to test all aspects of company software solutions including user interfaces, APIs, and DB values
• Collaborating with team members as needed to understand the impact of requested enhancements
• Add or modify existing automation scripts to fully verify the changes work as expected without unintended side effects
• Work closely with other agile team members in the development of automated test suites
• Execute and identify potential quality risks
• Analyze and decompose a complicated software system and design a test strategy to perform functional testing
• Collaborate with team members to identify root cause and help determine potential solutions
• Enable and ensure that team meets and exceeds expectations for all deliverable life cycles
• Proactively inspect and adapt Engineering’s quality processes and tools
• Assist and track on behalf of the system test team as needed for cross product end to end system testing
• Work with team members to adopt test-driven development techniques and ensure that quality is built into the code
• Communicate with other agile teams as part of shared responsibility for total product quality
• Collaborate with team members to effectively analyze and isolate complex system level problems that extend past the reach of the product under test
• Integrate test suites into the test management system and test harness
• Identify and bring team focus to potential quality issues and work with the team to mitigate technical debt
• Use metrics to measure where the team is versus where they should be in terms of quality
• Perform other duties as assigned

Senior QA Automation Engineer

• Manage the business analysis function and champions ongoing process improvements to implement best practices for EPMO methodologies (Waterfall, Hybrid and Agile).
• Provide leadership, training, and direction to Business Analysis staff ensuring EPMO standards are achieved in such areas as discovery, requirements, estimating, planning target start/end dates, as well as continual coordination with scrum master/PM for prioritization and optimizing product team execution.
• Leverage organizational resources to improve capacity for project work.
• Provide leadership to product/project teams and collaborates with business stakeholders to develop strategies and solutions that will create high business value to ensure delivery of desired outcomes and realization of the value expected.
• Demonstrate a high commitment to quality, customer service, and feedback loops to ensure exceptional business value to users.
• Act as Business Analyst Lead for Product Team(s) and develops Business Analysts into this role.
• Use best practices to train and mentor the Business Analysis Team to elicit project requirements using interviews, user shadowing, document analysis, viewpoints, gap analysis, etc.
• Promote and enhance effective requirements documentation practices, including user stories/acceptance criteria.
• Assist with the development of the organization’s requirements engineering policies, procedures, KPI’s and tools, and ensure alignment to IT best practices.
• Work with Quality Assurance (QA) to establish and implement effective testing strategies and develop testing plans as appropriate for larger or complex projects together with BA’s, QA, and Business.
• Ensure EPMO process adherence by participating in various periodic EPMO governance meetings, including Monthly Project Reviews.
• Promote standardized processes, methods, templates, reporting, etc., across all projects and change requests.
• Ensure system and user administration of EPMO software tools (Workfront/Atlassian/Sharepoint) are done timely and accurately.
• Responsible for tracking performance of direct reports, approving time off requests, and delivering performance reviews.
• Perform other duties as assigned.

Manager, Business Analysis

Collections

• Collect payments to reduce overall portfolio delinquency according to investor, state and federal guidelines.
• Participate in outbound dialer campaigns and comply with agreed upon telephone standards, investor rules and regulations, compliance criteria, internal policies and guidelines, and best practices.
• Provide outstanding customer service and demonstrate ability to de-escalate as required.
• Demonstrate patience and professionalism when interacting with consumers via phone, email, or letter.
• Assess reason(s) for delinquency in order to provide shortest path to a performing loan by obtaining the required knowledge to discuss workout options.
• Participate in initial and ongoing training and adapt to changes in industry regulations and processes.
• Perform other duties as assigned.

Collections Agent

Marketing

• Ensure superior service levels for Corporate Marketing Programs.
• Work with a preferred vendor (JNI) to research, cost out, and select promotional products for our Guild Swag.
• Communicate design specifications for branding selected items and transmit approved art to vendor.
• Review vendor samples for quality control.
• Determine inventory quantities based on demand and usage.
• Fulfill requests for custom orders of promotional items not in inventory.
• Serve as vendor liaison for store management.
• Place orders for special events upon request.
• Generate usage and service level reports.
• Ensure a consistent cadence of reporting that offers insights about service levels (turnaround times), customer satisfaction and store curation.
• Provide project coordination and function as central point person for Displays.
• Exhibit booth/tabletop materials and retractable, enabling the field to have the assets they need to stage an exceptional exhibit (throughout the country).
• Anticipate, organize, prioritize, and coordinate administrative responsibilities.
• Contact various personnel to obtain or provide requested information; take initiative to follow-through on pending matters; question information, suggest alternative approaches, and use authority to take action and follow through.
• Maintain calendars: schedule and coordinate appointments, determine routing, signatures required and maintain follow-up and meetings, communicate dates, times, locations via e-mail and voice mail; coordinate conference calls and make travel arrangements requiring coordination with multiple individuals and/or departments.
• Coordinate events, meetings, conferences with cross-functional departments and/or regions, prepare agendas and set up meeting facilities.
• Provide administrative support to department by processing invoices.
• Serve as primary liaison for Chief Marketing Officer/Manager, Facilities for Staples ordering, designing the order process and approval of custom business cards for Guild; support department by overseeing supply orders.
• Perform various administrative duties including: answer and screen incoming calls, respond to questions or forward to appropriate personnel; distribute, screen and handle mail as authorized or forwards to appropriate personnel; file, copy, and scan documents; create and maintain departmental files; order and maintain office supplies.

Corporate Marketing Assistant

Software Engineer

• Analyze, design, develop, test, and maintain current in-house software applications
• Collaborate with users, Business Analysts, and other IT teammates
• Create and use binding directories, binder source, prototypes, etc.
• Apply knowledge of data-centric architecture and performance to update programs
• Identify and pursue new technologies and evaluate their impact

RPG Developer III

Events

• Plan and organize events, managing budgets, selecting venues, and coordinating with vendors.
• Develop event concepts and timelines.
• Select venues and manage vendor relationships.
• Oversee logistics like setup, AV, catering, and transportation.
• Manage budgets and track expenses.
• Coordinate event promotion.
• Address issues during events.
• Conduct post event evaluations.