Guild Mortgage Company, closing loans and opening doors since 1960. As a mortgage banking firm, we are dedicated to serving the homeowner/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 Supervisor, Loan Counseling plays an important role in the organization by overseeing a number of activities directly related to the company’s loan counseling functions. The role is responsible for overseeing the day-to-day productivity of direct reports and managing daily operations of the Loan Counseling Call Center. He or she monitors inbound/outbound call activities and ensures that they are handled within agreed upon service levels and in compliance with established investor, company, state
and federal guidelines and regulations. The Supervisor, Loan Counseling also manages employees, sets objectives, and assigns work/projects related to area(s) of expertise and supervision.
Essential Functions
- Monitor metrics and maximize productivity, efficiency, compliance, and service levels of direct reports.
- Coach and hold team member accountable for performance.
- Hire, train, coach, discipline, and exit team members.
- Coach Loan Counselors to ensure optimal workout solutions are identified for homeowners and that an appropriate workout is chosen based on their assessment of the reason(s) for delinquency and borrower’s finances.
- Deliver new hire training related to investor rules and regulations, compliance criteria, best practices, internal policies and guidelines.
- Ensure staffing levels are maintained with peak and non-peak hour demands and make adjustments as needed based on results of metrics and monitored calls.
- Monitor live and taped loan counseling calls and outbound dialer campaigns to ensure compliance with agreed upon telephone standards and investor guidelines.
- Handle, track, and report results of escalated calls.
- Participate in calls with clients and homeowners.
- Communicate with other departments to resolve problems and expedite work.
- Interpret and communicate work procedures and company policies to staff.
- Role model patience and professionalism when interacting with consumers via phone, email, or
letter. - Identify and stay current on changes in industry regulations, and recommend changes to internal policies, procedures, policies, and systems to incorporate new/changed requirements.
- Provide weekly productivity reports and status updates for assigned area of responsibility.
- Authorize adjustments of late charges and out-of-standard repayment plan arrangements.
- Perform other duties as assigned.
Qualifications
- High School Diploma or equivalent, required. Additional college courses or a bachelor’s degree in finance, Business or a related field strongly preferred.
- Minimum six years' total of mortgage default and loan counseling experience required.
- Minimum 5 years supervisory or leadership experience in a high-volume financial services call center.
- Spanish Bilingual preferred.
- Prior work experience in consumer relations/customer service positions requiring excellent interpersonal and written communication skills required.
- Strong 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.
- Ability to work in a sometimes emotionally demanding role that requires patience, professionalism and sensitivity while interacting with consumers experiencing financial and emotional stress.
- Highly organized and detail oriented; ability to work in a fast-paced, metrics-driven environment required.
- Intermediate math skills required.
- Familiarity with document retention software; Blitzdoc preferred.
- 10-key by touch strongly preferred.
Company Required Skills
- 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
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 – no substantial exposure to adverse environmental conditions.
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.
Targeted Salary Range: $50,000 - $66,000 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.
United States
