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 Collections Agent 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.
Compensation
This role is a non-exempt position with a Targeted Salary Range of $20/hr to $23/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.
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, required. College courses related to Finance and Accounting strongly preferred.
- Minimum two years' experience total 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.
- 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: 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.
Requirements
- 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 – moderate noise, 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; occasional night or weekend may be necessary.
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#: COLLE018015