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

• Partner and collaborate with a broad range of roles, both internal and from our servicing departments, senior leaders to compliance and legal, along with external investors, regulators, vendors, and customers.
• Serve as the central liaison for parent company oversight of Loan Servicing, ensuring executive-level visibility through comprehensive reporting, performance metrics, and issue escalation.
• Serve as the primary representative to investors and examiners, overseeing relationship management, communications, and reporting, and ensuring feedback, findings, and action plans are prioritized and resolved promptly and professionally.
• Oversee subservicing partner(s) from a compliance, quality assurance, performance, and operational perspective as well as coordinate any transfer of servicing.
• Provide structure and consistency in team’s approach to exams, audits, licensing and CFPB quality monitoring to deliver optimal support to internal departments, timely submissions, and ultimate low to no findings.
• Identify, evaluate and mitigate internal process errors and oversights by coordinating resolution or remediation with responsible business units in addition to facilitating process improvements developed to increase customer and investor satisfaction.
• Oversee call center quality management from an arm's-length perspective, monitoring performance metrics, compliance adherence, and customer experience outcomes to ensure alignment with corporate and regulatory standards.
• Manage team to leverage strengths and develop opportunities and ensure depth in support of team functions.
• Provide direction, alignment, and support across team and hold team accountable for performance.
• Foster an environment that identifies efficiencies and removes non-value-added steps.
• Stay closely aligned with regulatory and compliance developments, ensuring internal policies, procedures, and systems are proactively adapted to meet new or revised requirements.
• Perform other duties as assigned.

Qualifications

• Bachelors Degree directly related to the position or equivalent, required.
• A combination of education and experience may be considered in lieu of the Bachelor’s degree.
• Minimum 10 years' experience in mortgage servicing experience.
• Minimum 5 years' supervisory or leadership experience in proven management experience in leading team(s).
• Experience in and understanding of agency guidelines as it relates to: Early & Late Default, Credit Reporting, Payoffs & Special Servicing, and Escrow Management.
• Highly organized and detail-oriented; ability to prioritize work of team and self in a fast-paced environment.
• Exceptional communication skills (including verbal, written, and listening).
• Superior analytical and problem-solving skills.
• Strong interpersonal and communication skills with a collaborative approach.
• Must exercise accuracy, alertness, good judgment, initiative, courtesy, tact, and patience.
• Well-developed written and communication skills; ability to be organized in a fluid environment.
• 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

• 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.

• 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: Generally, manages staff with direct reports; responsible for complete oversight of people management of the area, including staffing, hiring, termination, and discipline, sets performance standards, evaluates staff, and makes pay decisions; accountable for staff development and training, etc.

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.

REQ#: DIREC017624