Guild Mortgage Company, closing loans and opening doors since 1960. As a mortgage banking firm we are dedicated to serving the home owner/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 5 am - 2 pm PST or 7 am - 4 pm PST or 8 am - 5 pm PST (Mon-Fri) 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.