Customer Service Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Professionally, promptly, and efficiently handle and respond to incoming calls.

• Establish rapport with clients through courteous, friendly, and professional communication.

• Listen with empathy and patience to customer needs and concerns.

• Investigate, analyze, and address customer issues via phone, email, and written communications.

• Utilize decision-support software to assist with customer inquiries and requests.

• Confirm customers’ understanding of loan servicing and clarify any uncertainties as necessary.

• Provide precise information to resolve issues and ensure follow-up on outstanding matters.

• Document call notes and update customer files accordingly.

• Collaborate with individuals and teams to guarantee timely and high-quality responses and resolutions.

• Redirect misdirected inquiries and escalate calls when appropriate.

• Offer suggestions to address issues, enhance customer service, and boost productivity.

• Engage in initiatives aimed at enhancing customer satisfaction and business performance.

• Stay updated on changes in industry regulations.

• Exhibit and promote the Guild Core Values.

• Perform additional duties as assigned.

• Operate with direct to moderate supervision while exercising sound judgment.

⛳️ Requirements

• A high school diploma or equivalent is preferred.

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

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

• Excellent verbal and written communication skills are essential.

• Highly organized with a strong attention to detail.

• Ability to thrive in a fast-paced, metrics-driven environment is required.

• Basic math skills are required.

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

• Knowledge of document retention software; Blitzdoc is preferred.

• Patience and professionalism when dealing with consumers is a must.

• Capability to work in an emotionally demanding role with consumers facing financial and emotional challenges.

• Availability to work Monday through Friday, 8:30 AM to 5:00 PM PST.

• Bilingual in Spanish is preferred.

🏝️ Benefits

• Medical insurance

• Dental insurance

• Vision insurance

• Life insurance

• AD&D insurance

• LTD insurance

• 401(k) with employer match

• Pleasant work environment

• Competitive compensation