Customer Service Representative

Guild Mortgage

. Answer and service calls professionally, timely, and efficiently .

Posted 10/8/2026full-timeRemote • United StatesJuniorMid-Level💰 $22 - $23 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service skills with the ability to communicate effectively and empathetically in high-pressure situations. Proficient in data entry and familiar with industry-specific software to support customer inquiries and documentation.

Highest-signal resume keywords

Customer Service ExperienceVerbal And Written Communication SkillsData Entry ProficiencyFamiliarity With Document Retention SoftwareExperience In Consumer/Mortgage Lending

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data EntryBasic Math SkillsMicrosoft WordMicrosoft ExcelMicrosoft PowerPointMicrosoft Outlook

Soft Skills

EmpathyPatienceProfessionalismOrganizationAttention To Detail

Tools & Technologies

Decision-Support SoftwareBlitzdoc

Industry Keywords

Customer ServiceConsumer LendingMortgage LendingBankingFinancial Stress Management

About the role

Key responsibilities & impact

Answer and service calls professionally, timely, and efficiently
Build rapport with customers using courteous, friendly, and professional communication
Listen to customer needs and concerns with empathy and patience
Explore, analyze, and respond to customer issues via phone, email, and written correspondence
Use decision-support computer software to respond to customer inquiries and requests
Verify customers’ understanding of loan servicing and provide clarification as needed
Provide accurate information to resolve issues and follow up on outstanding matters
Prepare call notes and written documentation and update customer files
Communicate with individuals and teams to ensure timely, high-quality responses and resolutions
Transfer misdirected requests and escalate calls when needed
Contribute suggestions to resolve problems, improve customer service, and increase productivity
Participate in activities designed to improve customer satisfaction and business performance
Stay current on industry regulation changes
Demonstrate and promote Guild Core Values
Perform other duties as assigned
Work under direct to moderate supervision and apply sound judgment

Requirements

What you’ll need

High school diploma or equivalent preferred
Minimum of two years total work experience in high volume customer service role(s)
Prior experience in consumer/mortgage lending, banking, or related industry/positions strongly preferred
Excellent verbal and written communications skills required
Highly organized and detail oriented
Ability to work in a fast-paced, metrics-driven environment required
Basic math skills required
Proficiency with data entry, Microsoft Word, Excel, PowerPoint and Outlook required
Familiarity with document retention software; Blitzdoc preferred
Patience and professionalism when interacting with consumers
Ability to work in an emotionally demanding role involving consumers experiencing financial and emotional stress
Ability to work Monday-Friday, 8:30am-5pm PST
Bilingual in Spanish preferred

Benefits

Comp & perks

Medical insurance
Dental insurance
Vision insurance
Life insurance
AD&D insurance
LTD insurance
401(k) with employer match
Pleasant work environment
Competitive compensation