Customer Care Specialist
- San Diego, CA
- $18.00-23.00 per hour
- Permanent
- Full-time
- Perform outbound/receive inbound calls to targeted leads made up of potential real estate agents, referral partners, past clients and/or recruits with the goal of setting appointments.
- Build and manage database of potential contacts and interest level.
- Serve as liaison between customers looking for purchase information, refinance information and/or already working with a loan officer; verify customer information in Salesforce to ensure proper assignments.
- Ensure data integrity within lead management system.
- Schedule follow up reminders for calls in the database.
- Memorize call scripts in order to ease conversations.
- Manage client and referral partner databases in Guild360/Salesforce, including daily call logs; provide metrics related to reported data.
- Schedule client and/or partner meetings and confirm appointments.
- Attend company-sponsored training events to better understand Guild’s business model and expand mortgage knowledge.
- Provide above and beyond customer service by providing a personal touch such as calling customers on their birthdays and building a positive rapport with them and their referral partners.
- Be dedicated to meeting the expectations and requirements of internal and external customers; acquire firsthand customer information and use it for relevant improvements in products and services; act with the customer in mind; establish and maintain effective relationships with customers and gain their trust and respect.
- Perform other duties and provide administrative support as needed.
- High school diploma or equivalent preferred, along with a minimum of one-year total experience in Mortgage lending related role.
- Ability to manage multiple priorities; strong detail orientation and highly organized.
- Works with a strong sense of urgency and responsiveness.
- Passionate about delivering excellence in customer service.
- Demonstrated patience and professionalism when interacting with both internal and external customers.
- Proficiency with data entry, PDF software programs, Microsoft Word, Excel, and PowerPoint required.
- Ethical, with a commitment to company values.
- Bilingual is a plus.
- No direct or indirect reports.
- Apply sound judgment in execution of core job responsibilities.
- Travel: 0%
- 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.