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Customer Service Branch Representative
Guild Mortgage Company
San Diego, CA, United States
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Job Details
Description
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 Customer Service Branch Representative plays an important role in the organization by performing a number of activities related to the company’s Customer Service functions. The role is responsible for providing friendly, knowledgeable and efficient service to branch personnel within agreed upon Service Levels and in compliance with guidelines established by investors, company, state and federal regulations.
Essential Functions
• Answer and service calls from the branch offices in a timely and efficient manner.
• Build rapport with branch personnel by greeting them in a courteous, friendly, and professional manner using procedures learned during new-hire training.
• Listen attentively to branch needs and concerns; demonstrate empathy.
• Explore, analyze, and respond to branch issues and concerns via phone, email, and through written correspondence.
• Use decision-support computer software programs to respond to typical branch work/service order inquiries and requests.
• Verify branch personnel’s understanding of product information, 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 requests.
• Transfer misdirected 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.
• Communicate with other departments and management to resolve problems and expedite work.
• Stay current on changes in industry regulations, and work with management to rollout changes and updates.
• Act as an ambassador for the organization during monthly branch meetings.
• Perform other duties as assigned.
Qualifications
• High school diploma or equivalent preferred, along with a minimum of four years recent experience in loan servicing role(s).
• Prior experience in customer service strongly preferred.
• Passionate about delivering excellence in customer service within a team environment.
• Demonstrate patience and professionalism when interacting with branch personnel.
• Ability to work in a sometimes emotionally demanding role that requires patience and professionalism while interacting with consumers experiencing financial or emotional distress.
• Ability to organize and manage multiple priorities simultaneously.
• Excellent verbal and communication skills required.
• Strong interpersonal and problem-solving skills.
• 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.
• Familiarity with document retention software; Blitzdoc preferred.
• Ethical, with a commitment to company values.
Supervision
• Intermittent to general supervision required, depending on experience
• Apply sound judgment in execution of core job responsibilities
• Travel: 0%
Requirements
Physical: Work is primarily sedentary; occasionally walks and/or stands.
Manual Dexterity: Frequent use of computer keyboard and mouse.
Audio/Visual: Ability to accurately interpret sounds and associated meanings at a volume consistent with interpersonal conversation. Regularly required to accurately perceive, distinguish and interpret information received visually and through audio; e.g., words, numbers and other data broadcasted aloud/viewed on a screen, as well as print and other media.
Environmental: Office environment – no substantial exposure to adverse environmental conditions.
Guild offers a pleasant work environment, competitive compensation and excellent benefits package; including medical, dental, vision, life insurance, AD&D, LTD and 401(k) with employer match. Guild Mortgage Company is an Equal Opportunity Employer.
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