Guild Mortgage

Senior Customer Service Representative

Guild Mortgage

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $24 - $33 per hour

Job Level

Senior

About the role

  • 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.

Requirements

  • 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.
  • 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.
Benefits
  • medical
  • dental
  • vision
  • life insurance
  • AD&D
  • LTD
  • 401(k) with employer match

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
mortgage loan servicingdata entryMicrosoft WordMicrosoft ExcelMicrosoft PowerPointdocument retention softwareBlitzdoccomplianceregulatory requirementsbasic math skills
Soft skills
interpersonal skillsproblem-solving skillsverbal communicationwritten communicationorganizational skillsdetail orientedability to work in fast-paced environmentcoachingtrainingrecommendation making
Certifications
High School Diplomatechnical training