Who we are:

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.

We are currently seeking a hard-working, dedicated Customer Success Manager to join our innovative and passionate team.

Responsibilities include, but are not limited to the following:

• Manage team of Customer Success Ambassadors, responsible for supporting the Customer Care Help Line, and Brand Reputation Management
• Hold team accountable for upholding GR’s customer complaint SOP & SLA’s
• Create and maintain new hire customer success resources and training materials
• Act as 1^st escalation point for team when handling customer issues
• Lead operations for team – track ADP, OT, facilities, equipment, project management, etc
• Responsible for Customer Success Strategy, reporting, and analysis – stay in front of industry trends
• Lead team to support survey strategies, and reporting (both internal and borrower-facing)
• Analyze data to compile regular Customer Success reports at Branch, Regional and Divisional levels

Requirements:

• Bachelor’s Degree in related field or relevant work experience
• 1-2 years of team management experience
• Loan origination background preferred, or applicable industry knowledge
• Must be proficient in using Excel, Power Point, Microsoft Office
• Must have strong written and verbal communication skills
• Self-directed with a strong desire to learn, and be a member of an innovative winning team
• Excellent disposition, mindset, communication skills and work ethic
• Ability to multi-task with strong attention to detail while meeting deadlines in a fast-paced environment
• Strong listening, problem solving skills and out of box thinking
• Inherent love of and desire to serve clients and create something unique and fantastic
• Commitment to integrity and customer service

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, as protected by law.