Collections Agent

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.

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.
• 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.
• 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.

Benefits

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.

About the Role

Guild Mortgage Company is an Equal Opportunity Employer.