Customer Service Representative

📋 Description

• Respond to and manage calls in a professional, efficient, and timely manner.

• Establish rapport with customers by greeting them courteously, warmly, and professionally, utilizing the procedures learned during new-hire training.

• Attentively listen to customer needs and concerns, demonstrating empathy and patience.

• Investigate, analyze, and address customers’ issues and inquiries through phone, email, and written correspondence.

• Utilize decision-support software programs to address typical customer service order inquiries and requests.

• Confirm customers’ understanding of their loan servicing and provide clarification or additional information as necessary to address questions and concerns.

• Deliver accurate and comprehensive information to resolve issues, ensuring prompt follow-up on any outstanding matters or commitments.

• Maintain detailed and accurate call notes, documentation, and update customer files in the system.

• Communicate effectively with individuals and teams to ensure high-quality and timely responses and solutions to customer requests.

• Redirect misrouted customer inquiries to the appropriate parties and escalate calls as necessary.

• Offer ideas and suggestions for resolving problems, enhancing the customer service experience, and improving productivity.

• Engage in activities aimed at boosting customer satisfaction and overall business performance.

• Keep updated on changes in industry regulations.

• Exemplify and promote Guild Core Values.

• Carry out other duties as assigned.

⛳️ Requirements

• Bilingual in Spanish is preferred.

• A high school diploma or equivalent is preferred.

• At least two years of experience in high-volume customer service roles.

• Previous experience in consumer/mortgage lending, banking, or similar industries/positions is strongly preferred.

• A strong passion for delivering exceptional customer service within a team setting.

• Demonstrated patience and professionalism when interacting with consumers.

• Ability to work in a sometimes emotionally demanding role that necessitates patience and professionalism while dealing with consumers facing financial and emotional challenges.

• Excellent verbal and written communication skills are required.

• Highly organized and detail-oriented; capable of thriving in a fast-paced, metrics-driven environment.

• Basic math skills are required.

• Proficiency in data entry and with Microsoft Word, Excel, PowerPoint, and Outlook is required.

• Familiarity with document retention software; Blitzdoc experience is preferred.

• Supervision ranges from direct to moderate, depending on the experience level.

🏝️ Benefits

• Medical

• Dental

• Vision

• Life insurance

• Accidental Death & Dismemberment (AD&D)

• Long-Term Disability (LTD)

• 401(k) with employer match