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 3,000+ employees in 200+ offices across the U.S. and licensed in all 50 states, Guaranteed Rate has helped hundreds of thousands of homeowners with more than $23 billion in home purchase loans and refinances in the past year.

Guaranteed Rate has been able to expand successfully nationwide through a business model that allows top originators to join the company and close more loans faster through its technology, pricing, process and support. The company now has more top loan originators in the annual national rankings from mortgage industry publications Mortgage Executive, Scotsman Guide and Origination News than any other bank or mortgage company. Having gone through explosive growth Guaranteed Rate has maintained being highly entrepreneurial while maintaining a healthy work life balance. If you’re interested in working with motivated and intelligent people while disrupting an industry then we want to talk with you.

What's the Role? 

We are currently seeking a hard-working, dedicated Administrative Coordinator to join our innovative and passionate team.

Responsibilities:

• Primary responsibility answering emails/phone calls: Listens actively and asks appropriate questions to accurately understand the customer needs. Exercises patience in difficult situations and demonstrates the ability to diffuse potentially stressful situations. Updating and prioritizing tickets.
• Follow up on escalated issues until resolved.
• Keep peers and clientele informed of trends, significant issues, and unexpected delays to support requests.
• Demonstrates an ability to speak well and represent Guaranteed Rate and the IT department in a professional manner; conveys ideas and facts using language the audience will best understand. Fully documents issues and resolutions in tracking system.
• Looks for opportunities to develop constructive working relationships with IT customers characterized by a high level of professionalism, acceptance, cooperation, and mutual respect. Continually seeks to improve customer service, perception, and satisfaction.
• Creates a positive and motivating working environment. Promotes cooperation and commitment within a team to achieve goals and deliverables. Value’s other team member’s contributions and time; takes personal responsibility for the quality and timeliness of work. Adheres to the department policies, schedules, and procedures.
• Demonstrates the Guaranteed Rate core values. 
• Adhere to and recommend improvements to the operational environment based on a working knowledge (e.g., jobs, schedule, hardware, software, etc.)
• QA new users Active Directory Accounts and update if needed (data entry).

Qualifications:

• Minimum of 6 months experience in a customer service role.
• Must possess excellent customer service, interpersonal and communication skills (written and oral).
• Experience with ticket tracking systems including tracking ticket status and due dates, comprehensively documenting tickets, managing ticket priorities, and assigning and escalating tickets a plus.
• Demonstrated ability to work successfully with a diverse group of customers and communicate effectively with all levels of the organization and external vendors.
• Ability to learn and support new systems and applications, experience in the mortgage industry a plus.
• Professional attitude and work habits.
• Service oriented mentality with a strong customer focus including excellent bedside manner
• Strong problem-solving abilities with the ability to use sound judgment when escalating incident and problems
• Strong Data Entry skills
• Ability to multitask and work in a fast-paced environment

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 and/or expression, marital or parental status, ancestry, citizenship status, pregnancy or other reason protected by law.