Customer Service Loan Servicing

| Chicago

Job Description

Loan Servicing Coordinator (Customer Service)

About Guaranteed Rate:

Guaranteed Rate is eighth largest retail mortgage lender in the U.S. The company has become The Home Purchase Experts® by offering industry-leading self-service tools and low rate, low fee mortgages through an easy-to-understand process and unparalleled customer service. Headquartered in Chicago with approximately 4,000+ employees in 300+ offices across the U.S. and licensed in all 50 states, Guaranteed Rate has helped hundreds of thousands of homeowners with more than $20 billion in home purchase loans and refinances in the past year.

The Loan Servicing Department is on the forefront of customer service relations from the time of closing to end servicing. Our team handles all aspects of customer service and loan processing including answering borrower inquiries, processing payment, managing escrow accounts, and the data entry of vital information. All aspects are targeted towards a smooth transfer and an amazing customer experience.

Our Customer Service Loan Servicing Coordinators will predominantly handle routine inbound calls to address borrower concerns and inquiries. Some outbound calls or emails may be required to follow through with resolution of issues. Coordinators will need to process basic payment transactions, document calls, respond to customer, investor, or other 3rd party inquiries, research and/or prepare documentation, or analyze requests in accordance with established guidelines and determine appropriate course of action.

A Successful Servicing Coordinator will:

  • Monitor the incoming call queue and ensure telephone coverage is adequate during business hours
  • Answer and address inbound borrower inquiries with the goal of providing excellent customer service
  • Record all conversations in our system ensuring that all accounts are noted accurately
  • Forward necessary escalations or open requests with appropriate teams to ensure complete resolution of requests
  • Have an aim to finish what they start and think critically to resolve issues
  • Maintain customer records by recording account information
  • Respond to verbal account inquires over the phone.
  • Answer any questions related to the various aspects of mortgage servicing

Any Potential Candidate must have:

  • A minimum of one-year experience in the Loan/ Mortgage Industry or qualifiable Customer Service experience
  • Excellent verbal and written communication skills
  • Ability to multitask
  • Knowledge of Microsoft Word/Excel
  • Minimum typing average of 40 wpm

​Guaranteed Rate is an Equal Opportunity Employer that welcomes and encourages all applicants to apply regardless of age, race, sex, religion, color, national origin, disability, veteran status, sexual orientation, gender identity.

 

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Location

3940 N. Ravenswood , Chicago, IL 60613

What are Guaranteed Rate Perks + Benefits

Guaranteed Rate Benefits Overview

• Our location rocks – right off the brown line at Irving Park. Our home base is a hip office with exposed brick and duct work, windows we can actually open during the summer, and an open floor plan. Rather than a cubicle life, we work in an open and collaborative environment.
• An in-house café offers breakfast, lunch and a late afternoon healthy snack. We subsidize all meals so you’ll never pay full price.
• Access to the office gym for only $20 a year. Yes, a whole year! There is also yoga, cross fit, and boxing offered for a very small fee. We want our folks happy, healthy, and feeling good.
• A FREE on-site nurse. Psshh who needs a doctor’s appointment when our nurse can do it all?
• A 5,000 square foot rooftop deck that’s available to everyone all day and all evening with WiFi, two bars, music, grills, fun umbrellas, a ping pong table, corn hole, and fire pits. All of this is offered when Chicago gives us those non-snow covered days.
• Holiday parties? We got’em!! Not just major holidays, any holiday. We also have monthly celebrations on our Rooftop.
• Inter-office contests like the Great Mac-Off, Chili Cook-Off and Limbo. We always keep you guessing, participating, and wanting more.
• 401k with percentage matching, Blue Cross health care coverage (yup, dental and vision too), short-term disability, life insurance, and even legal assistance (for a small monthly fee)…and did we mention the awesome rooftop deck?

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Someone's primary function is managing the company's diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Acme Co.'s team fitness initiatives include In-office yoga, In-office fitness classes.
Retirement & Stock Options Benefits
401(K) Matching
Vacation & Time Off Benefits
Paid Holidays
Paid Sick Days
Perks & Discounts
Commuter Benefits
Happy Hours
Professional Development Benefits
Mentorship program
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