Guild Mortgage Company is seeking a Customer Service Representative to join our team and provide exceptional support to homeowners and borrowers. Since 1960, Guild Mortgage has been dedicated to helping customers achieve homeownership with professionalism, affordability, and superior service. This role focuses on delivering timely, knowledgeable, and friendly assistance to clients while complying with company, state, and federal regulations.
Key Responsibilities
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Handle inbound customer calls, emails, and written correspondence in a professional, courteous, and efficient manner.
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Listen attentively to customer needs, demonstrating empathy and patience.
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Resolve inquiries regarding mortgage servicing, payments, and account information accurately.
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Maintain detailed documentation of customer interactions and update internal systems.
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Escalate complex issues appropriately to ensure timely resolution.
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Contribute ideas to improve customer satisfaction, business performance, and workflow efficiency.
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Stay up-to-date with industry regulations and company policies.
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Promote Guild Mortgage Core Values in all interactions.
Required Qualifications
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High school diploma or equivalent; bilingual in Spanish preferred.
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Minimum of 2 years of experience in a high-volume customer service environment.
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Experience in mortgage lending, banking, or related financial industry strongly preferred.
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Excellent verbal and written communication skills.
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Strong organization, attention to detail, and ability to work in a fast-paced, metrics-driven environment.
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Basic math skills and proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
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Familiarity with document retention software; Blitzdoc preferred.
Work Schedule & Compensation
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Shift: Monday – Friday, 8:30 AM – 5:00 PM PST
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Targeted Salary: $21 – $23 per hour, non-exempt
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100% remote position; no travel required
Benefits
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Medical, dental, vision, life, AD&D, and LTD insurance
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401(k) with employer match
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Competitive compensation and pleasant work environment
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Career growth and development opportunities
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