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

• Request and gather supporting documentation to create complete loan workout packages within required timeframes, ensuring compliance with investor, insurer, state, federal, and CFPB guidelines.
• Enter and upload documents to the BLITZ/AIQ document repository.
• Follow up on outstanding issues to ensure the decision process is completed on time and in accordance with regulations and guidelines.
• Provide exceptional customer service by promptly responding to inquiries, professionally addressing concerns, and guiding customers through the loss mitigation process.
• Provide accurate and complete information to resolve issues and follow up on any outstanding issues or commitments promptly.
• Work closely with the Loss Mitigation team to ensure a seamless and efficient process for customers.
• Maintain accurate and up-to-date records of customer interactions and documentation.
• Ensure compliance with CFPB regulations for customer loss mitigation applications and prevent foreclosure processes while a customer is being evaluated for loss mitigation options.
• Communicate effectively with the management team and escalate issues as needed.
• Stay current on industry regulations and recommend updates to internal policies, procedures, and systems based on new or changed requirements.
• Front desk duties such as assisting with monthly bulk mailings and specialized mailing campaigns.
• Follow Guild’s information security policies.
• Participate in activities and projects designed to improve business performance.
• Communicate effectively with the management team and escalate issues as needed.
• Stay current on industry regulations and recommend updates to internal policies, procedures, and systems based on new or changed requirements.
• Properly update any internal tracking.
• Perform other duties as assigned.

Qualifications

• High school diploma, or equivalent required. Degree in finance, business, or related is preferred.
• Minimum one year experience in Loss Mitigation, mortgage servicing or related field.
• Ability to work well independently or within a team.
• Must be able to handle confidential matters with discretion.
• Analytical skills, strong problem-solving skills, and accurate data entry.
• Excellent verbal and written communication skills
• 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
• 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 recommend changes and enhancements based on analysis and evaluation of circumstances

• Complexity: General precedents may exist for most problems; conducts research/analysis to identify the appropriate approach; works with others to confirm findings

• Impact: Decisions and actions impact primarily workflow, processes and timeframes

• Interaction/Supervision: Work is monitored under general supervision of supervisor and by following established, specific procedures described by supervisor; May act as a guide to less experienced staff in similar role and/or student employees; generally does not have formal responsibility for overseeing others.

Requirements

• Physical: Work is primarily sedentary; occasionally walks and/or stands.
• Manual Dexterity: Ability to operate standard office equipment and keyboards
• Audio/Visual: 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.
• Travel: 5% or less
• Mental: Learn new tasks, remember processes, maintain focus, complete tasks independently, and make timely decisions in the context of a workflow. Must be able to adhere to process protocol. Must be able to apply established protocols in a timely manner. Ability to communicate with visitors, ability to complete tasks in situations that have a speed or productivity quota.
• 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#: LOSSM017626