Customer Service Representative

4 weeks ago

San Antonio, Texas, United States Guild Mortgage Full time
Customer Service Representative Job Description

Guild Mortgage Company is seeking a highly skilled Customer Service Representative to join our team. As a Customer Service Representative, you will play a critical role in providing exceptional customer service to our clients, ensuring their needs are met and exceeded.

Key Responsibilities:

  • Provide friendly, knowledgeable, and efficient service to customers and staff
  • 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
  • Listen attentively to customer needs and concerns, demonstrating empathy and patience
  • Explore, analyze, and respond to customers' issues and concerns via phone, email, and written correspondence
  • Use decision-support computer software programs to respond to typical customer work/service order inquiries and requests
  • Verify customers' understanding of the servicing of their loan, and clarify/provide additional information as needed
  • 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
  • Participate in activities designed to improve customer satisfaction and business performance
  • Stay current on changes in industry regulations
  • Demonstrate and promote Guild Core Values
  • Perform other duties as assigned

Requirements:

  • Bilingual in Spanish is preferred
  • High school diploma or equivalent preferred, along with a minimum of two years total work experience in high-volume customer service role(s)
  • Prior experience in consumer/mortgage lending, banking, or related industry/positions strongly preferred
  • Passionate about delivering excellence in customer service within a team environment
  • Demonstrate patience and professionalism when interacting with consumers
  • Ability to work in a sometimes emotionally demanding role that requires patience and professionalism while interacting with consumers experiencing financial and emotional stress
  • Excellent verbal and written communications 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, PowerPoint, and Outlook required
  • Familiarity with document retention software; Blitzdoc preferred

Working Conditions:

  • Work is primarily sedentary; mobility in an office setting
  • Manual dexterity: frequent use of computer keyboard and mouse
  • Auditory: ability to accurately interpret sounds and associated meanings at a volume consistent with interpersonal conversation
  • Visual: ability to accurately perceive, distinguish, and interpret information received visually and through audio
  • Environmental: office environment – no substantial exposure to adverse environmental conditions

Benefits:

  • Pleasant work environment
  • Competitive compensation
  • Excellent benefits package, including medical, dental, vision, life insurance, AD&D, LTD, and 401(k) with employer match

Targeted Salary Range: $22/hr to $23/hr

Shift Schedule: 8:30am - 5pm PST M-F

Compensation at Guild is influenced by a wide array of factors, including local and federal minimum wage requirements, education, level of experience, and applicant's geographical location.

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