Customer Care Specialist

Guild Mortgage Company, closing loans and opening doors since 1960. As a mortgage banking firm, we are dedicated to serving the homeowner/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 Care Specialist plays an important role in the organization by performing a number of activities related to the company's production functions. The role is primarily responsible, under direct supervision, for providing administrative support to originators, which may include managing databases, making calls on behalf of the originator and providing an organized lead management system to assigned group.

Essential Functions

• Perform outbound/receive inbound calls to targeted leads made up of potential real estate agents, referral partners, past clients and/or recruits with the goal of setting appointments.
• Build and manage database of potential contacts and interest level.
• Serve as liaison between customers looking for purchase information, refinance information and/or already working with a loan officer; verify customer information in Salesforce to ensure proper assignments.
• Ensure data integrity within lead management system.
• Schedule follow up reminders for calls in the database.
• Memorize call scripts in order to ease conversations.
• Manage client and referral partner databases in Guild360/Salesforce, including daily call logs; provide metrics related to reported data.
• Schedule client and/or partner meetings and confirm appointments.
• Attend company-sponsored training events to better understand Guild's business model and expand mortgage knowledge.
• Provide above and beyond customer service by providing a personal touch such as calling customers on their birthdays and building a positive rapport with them and their referral partners.
• Be dedicated to meeting the expectations and requirements of internal and external customers; acquire firsthand customer information and use it for relevant improvements in products and services; act with the customer in mind; establish and maintain effective relationships with customers and gain their trust and respect.
• Perform other duties and provide administrative support as needed.

• High school diploma or equivalent preferred, along with a minimum of one-year total experience in Mortgage lending related role.
• Ability to manage multiple priorities; strong detail orientation and highly organized.
• Works with a strong sense of urgency and responsiveness.
• Passionate about delivering excellence in customer service.
• Demonstrated patience and professionalism when interacting with both internal and external customers.
• Proficiency with data entry, PDF software programs, Microsoft Word, Excel, and PowerPoint required.
• Ethical, with a commitment to company values.
• Bilingual is a plus.

• No direct or indirect reports.
• Apply sound judgment in execution of core job responsibilities.
• Travel: 0%

• Physical: Work is primarily sedentary; mobility in an office setting.
• 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.