Service Excellence Representative

1 week ago

Reno, Nevada, United States Guild Mortgage Full time

Customer Service Representative

Job Category: Loan Servicing Requisition Number: CUSTO13210

Company Overview

Guild Mortgage Company has been a trusted name in mortgage banking since 1960, committed to assisting homeowners and buyers. Our mission is to deliver accessible home financing solutions while ensuring exceptional service and professionalism in the lending sector.

Position Overview

The Customer Service Representative is vital to our operations, engaging in various activities that support our Customer Service functions. This role, under moderate supervision, is tasked with delivering friendly, knowledgeable, and efficient service to both customers and internal staff, adhering to established service levels and regulatory guidelines.

Key Responsibilities

  1. Handle incoming calls with professionalism and efficiency.
  2. Establish rapport with customers through courteous and friendly interactions.
  3. Actively listen to customer inquiries and demonstrate empathy.
  4. Investigate and address customer issues via phone, email, and written communication.
  5. Utilize decision-support software to assist with customer inquiries and service requests.
  6. Ensure customers understand their loan servicing details and provide clarification as necessary.
  7. Deliver accurate information to resolve customer issues and follow up on outstanding matters.
  8. Document call notes and update customer records accurately.
  9. Collaborate with team members to ensure timely responses to customer requests.
  10. Redirect misdirected inquiries to the appropriate parties and escalate issues when necessary.
  11. Contribute suggestions to enhance customer service experiences and operational efficiency.
  12. Engage in initiatives aimed at improving customer satisfaction and overall business performance.
  13. Stay informed about changes in industry regulations.
  14. Exemplify and promote the core values of Guild Mortgage.
  15. Perform additional duties as assigned.

Qualifications

A high school diploma or equivalent is preferred, along with at least two years of experience in a high-volume customer service environment. Previous experience in consumer lending, banking, or related fields is highly desirable.

We seek individuals who are passionate about delivering outstanding customer service in a collaborative setting. Candidates should demonstrate patience and professionalism when interacting with customers, particularly those facing financial challenges.

Strong verbal and written communication skills are essential, along with organizational skills and attention to detail. The ability to thrive in a fast-paced, metrics-driven environment is required. Basic math skills and proficiency in data entry, Microsoft Office Suite, and familiarity with document retention software are also necessary.

Work Environment

This position primarily involves sedentary work within an office environment, with regular use of a computer keyboard and mouse. Candidates must possess the ability to accurately interpret auditory and visual information.

Benefits

Guild Mortgage offers a supportive work environment, competitive compensation, and a comprehensive benefits package, including medical, dental, vision, life insurance, and a 401(k) plan with employer matching.

Guild Mortgage Company is an Equal Opportunity Employer.

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