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 Loan Counselor plays an important role in the organization by performing a variety of activities directly related to the company’s loan counseling functions. The role is primarily responsible, under direct to moderate supervision, to assist homeowners through inbound and outbound calls in a high-volume call center environment to determine the best possible method to address early defaults using a variety of collections and workout solutions. The primary objective of this role is to collect payments or aid homeowners experiencing a financial hardship.
Essential Functions
- Collect payments to reduce overall portfolio delinquency according to investor, state and federal guidelines.
- Participate in outbound dialer campaigns and comply with agreed upon telephone standards, investor rules and regulations, compliance criteria, internal policies and guidelines, and best practices.
- Provide outstanding customer service and demonstrate ability to de-escalate as required.
- Demonstrate patience and professionalism when interacting with consumers via phone, email, or letter.
- Assess reason(s) for delinquency in order to provide shortest path to a performing loan by obtaining the required knowledge to discuss workout options.
- Participate in initial and ongoing training and adapt to changes in industry regulations and processes.
- Perform other duties as assigned.
Qualifications
- High school diploma or equivalent preferred; college courses related to Finance and Accounting strongly preferred, along with two or more years total work experience in consumer relations/customer service/collections positions in a high-volume call center.
- A dedicated workspace with reliable high speed internet connection.
- Highly organized and detail oriented; ability to work in a fast-paced, metrics-driven environment required.
- Excellent interpersonal communication and problem-solving skills required.
- Ability to work in a sometimes emotionally demanding role that requires patience, professionalism and sensitivity while interacting with consumers experiencing financial and emotional stress.
- Ability to work weekends and overtime, as needed.
- General computer proficiency required.
- Ability to multi-task strongly recommended.
- Bi-lingual strongly preferred.
Supervision
- Direct to moderate supervision, depending on experience
- Low level of independent thought and judgment, escalates more complex issues for advice and resolution
Requirements
- Must be able to work 8 am - 5 pm PST with one scheduled Saturday per month.
- 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.
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.
Targeted Salary Range: $20/hr to $22/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.
REQ#: LOANC016642