Loan Counselor at Guild Mortgage in Philadelphia, PA

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 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 complex issues for advice and resolution

Requirements

Must be able to work 8 am - 5 pm PST with one scheduled Saturday per month.
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: $20/hr to $22/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.

REQ#: LOANC016642