Guild Mortgage Company, closing loans and opening doors since 1960. As a mortgage banking firm we are dedicated to serving the home owner/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 Service Supervisor plays an important role in the organization by overseeing a number of activities related to the company’s Customer Service functions. The role is responsible for overseeing and supervising daily operations of the Customer Service call center and ensuring that the call center delivers the best possible service. The Customer Service Supervisor ensures inbound and outbound calls are handled within agreed upon Service Levels and in compliance with guidelines established by investors, company, state and federal regulations. They monitor the day-to-day productivity of direct reports and monitor metrics to ensure department efficiency. The role is directly responsible for managing, training and coaching employees, as well as setting objectives, and assigning work/projects.
Please Note: This role requires working the generally working hours of 8am - 5pm PST, Monday - Friday.
Compensation
This role is an exempt position with a Targeted Salary Range of $56,309 - $79,184 annually.
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
- Review, prioritize and distribute credit and listing lead notifications to team members daily.
- Monitor daily, weekly and monthly metrics for team to maximize productivity, efficiency, and service levels.
- Interpret and assign web leads to team members ensuring no duplicates daily.
- Ensure all group mailbox inquires are dispatched to the correct team member and monitor inbox daily.
- Compile and send metric reports to management weekly.
- Audit lead software reconciliation bimonthly in compliance with finance and department goals.
- Contact Loan Officers when all leads are cleared in software system.
- Coach and hold team members accountable for performance.
- Hire, train, and coach team members.
- Ensure Customer Service Representatives manage call volumes in accordance with all applicable regulations and laws; verify optimal service levels are maintained during peak and non-peak hours.
- Perform Quality Monitoring reviews of Customer Service calls to verify compliance with telephone standards and investor guidelines; provide coaching, and recognition, based on review findings.
- Role model and coach CSRs on how to explore, analyze, and respond to customers’ issues and concerns via phone and through written correspondence.
- Respond to escalated calls that cannot be resolved by agents.
- Communicate with other departments and management to resolve problems and expedite work.
- Track escalated calls, correspondence, complaints and emails in the system until closed.
- Identify and stay current on changes in industry regulations, and recommend updates to internal policies, procedures, policies, and systems based on new/changed requirements.
- Work with management on customer service initiatives and provide status updates.
- Interpret and communicate work procedures and company policies to staff.
- Conduct new hire training and identify areas where additional training is required, partner with compliance on rollout training.
- Analyze and resolve problems rationally; use sound judgment, expertise and experience to create positive outcomes, hold difficult conversations, and influence others.
- Perform other duties as assigned.
Qualifications
- High school diploma, or equivalent required. Some college courses or equivalent preferred.
- Minimum five years' experience in mortgage loan servicing experience in a high-volume call center.
- Minimum two years supervisory or leadership experience.
- Expert-level knowledge of conventional and government mortgage loan documents, including overall processes and inter-relationships, standards and requirements, terminology, compliance and regulatory requirements related to federal debt collection laws, Federal Bankruptcy Laws, and proper handling of other legal situations.
- Knowledge of Standard Operating Procedures, CFPB, FCRA and FDCPA preferred.
- Excellent verbal and written communication skills required.
- Passionate about delivering excellence in customer service within a team environment.
- Role model patience and professionalism when interacting with consumers.
- Strong interpersonal and problem-solving skills.
- Highly organized and detail oriented; ability to work in a fast-paced, metrics-driven environment required.
- Proficiency with data entry, Microsoft Word, Excel, PowerPoint and Outlook required.
- Excellent verbal and written communication skills required.
- Highly organized and detail-oriented; ability to work in a fast-paced, metrics-driven environment required.
- Proficiency in Microsoft Office Suite, Word, Excel, Wiki, collaborative cloud-based programs, and third-party software applications required.
- Commitment to company values.
- Customer Service - Proactive attention to each person.
- Integrity - Do and say what's right.
- Respect - Treat others with dignity.
- Collaboration - Listen and work together.
- Learning - Seek knowledge and strive for improvement.
- Excellence – Deliver the unexpected.
Supervision
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Job Scope: Responsible for understanding the department/functional area objectives and goals and how own job contributes to achievement of these goals; may contribute insights and ideas on policies, processes, procedures, and efficiency; may recommend changes and enhancements based on analysis and evaluation of circumstances
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Complexity: Problems are often complex and specialized and may involve unprecedented circumstances; resolution requires investigation, analysis and review of professional/organizational standards.
- Impact: Decisions and actions have an impact on the smooth operation and timeframes of the department, programs/projects; impact on the broader organization is generally indirect.
- Interaction/Supervision: Acts as a mentor/guide to less experienced professional contributor staff in a similar role; works independently and only under general direction; guided by professional standards, desired outcomes, and project plan specifications.
- Direct Reports: 12-15 Customer Service Representatives
Requirements
- Physical: Work is primarily sedentary; occasionally walks and/or stands.
- 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.
- Mental: Learn new tasks, remember processes, maintain focus, complete tasks independently, and make timely decisions in the context of a workflow. This role requires effective adaptation to workplace stressors, including customer service complaints, security responsibilities, and competing priorities. Must be able to adhere to process protocol. Must be able to apply established protocols in a timely manner.
- Schedules: Work is primarily performed during the business week, Monday - Friday.
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.
REQ#: CUSTO017976