Loan Counselor

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 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 …