U/W Liaison I

Guild Mortgage Company, closing loans and opening doors since 1960. As a mortgage banking firm we are dedicated to serving the homeowner/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 UW Liaison I plays an important role in the organization by performing a number of activities related to the company’s Operations functions. The role is primarily responsible, under limited supervision, for working with and assisting Sales and Operations in identifying specific products that best fit individual borrower needs. This role will help support loan structuring/product support, income calculations, training support, SME of programs and products, and underwriting support.

Compensation

This role is a non-exempt position with a targeted salary range of $30.72/hour to $43.20/hour.

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

• Provide customer service to Retail and Correspondent origination staff related to general product questions, resolving inquiries related to pricing, eligibility, lock policy, and loan scenarios.
• Maintain a strong working knowledge of company product and processes.
• Assist Loan Officers in identifying specific products that best fit individual borrower needs.
• Serve as feedback conduit from field to headquarters regarding strengths and weaknesses of existing product offerings and processes; identify areas of improvement, recommend solutions, etc.
• Partners with Regional VP, Regional Operations Manager, Operation Center staff and Corporate departments in educating the field on new product offerings and enhancements; help manage new product/product change roll out announcements and other internal communications related to area of expertise.
• Partners with Regional VP, Regional and District Operations Manager, Operation Center staff and Corporate departments in providing initial and ongoing product training to field staff; collaborate with training department, helping identify training needs and providing applicable solutions.
• Present and promote webinars related to products as needed.
• Provides guidance to Loan Officers, LOAs, Loan Processors in the branches with selecting the best product and loan structuring for their customer.
• Read and respond to UW Help questions received via email on moderate to high complexity inquiries.
• Perform as main point of contact to assist Underwriters with incoming phone calls, status and communicate any relevant informant with branch personnel.
• Prepare self-employed income calculations using LoanBeam. Be SME for LoanBeam.
• Offer guidance to sales on all jumbo products. Be SME for jumbo products.
• Perform other duties as assigned.

QUALIFICATIONS

• Bachelors Degree directly related to the position or equivalent, required.
• Expert-level understanding of the intricacies of mortgage product guidelines and process.
• Passionate about delivering excellence in customer service.
• Excellent verbal and written communication abilities.
• Ability to act as a team player, eliminating silos and effectively working with others.
• Strong critical thinking skills with an eye for strengthening and/or improving processes.

• 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.
• Customer Service - Proactive attention to each person.
• Integrity - Do and say what's right.
• Respect - Treat others with dignity.
• Collaboration - Listen and work together.
• Learning - Seek knowledge and strive for improvement.
• Excellence – Deliver the unexpected.

Supervision

Job Scope: Responsible for understanding the department/functional area objectives and goals and how own job contributes to achievement of these goals; may contribute insights and ideas on policies, processes, procedures, and efficiency; may recommend changes and enhancements based on analysis and evaluation of circumstances.

Complexity: Problems are often complex and specialized and may involve unprecedented circumstances; resolution requires investigation, analysis and review of professional/organizational standards.

Impact: Decisions and actions have an impact on the smooth operation and timeframes of the department, programs/projects; impact on the broader organization is generally indirect.

Interaction/Supervision: Acts as a mentor/guide to less experienced professional contributor staff in a similar role; works independently and only under general direction; guided by professional standards, desired outcomes, and project plan specifications.

Requirements

• Work is primarily sedentary; mobility in an office setting.
• Frequent use of computer keyboard and mouse.
• 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.
• Office environment – moderate noise, no substantial exposure to adverse environmental conditions.
• Travel 10-20%
• Learn new tasks, remember processes, maintain focus, complete tasks independently, and make timely decisions in the context of a workflow.
• This role requires effective adaptation to workplace stressors, including customer service complaints, security responsibilities, and competing priorities.
• Must be able to adhere to process protocol. Must be able to apply established protocols in a timely manner.
• Work is primarily performed during the business week, Monday - Friday.

Guild Mortgage Company is an Equal Opportunity Employer.

REQ#: UWLIA017961