Customer Care Specialist

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.

Compensation

This role is a non-exempt position with a Targeted Salary Range of $18 / hr to $23 / hr. Compensation at Guild is influenced by a wide array of factors including but not limited to local and federal minimum wage requirements, education, level of experience, and applicant's geographical location.

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.

Qualifications

Supervision

Requirements

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.