Opening Doors Blog

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    • May 9
    • Posted by:

      Mary Ann McGarry, President & CEO

    Help Desk Heroes

    Our departments are filled with talented people. This week, I’d like to highlight the great work done by our Help Desk Specialists in IT. They support our nearly 3,000 employees as well as any borrower who needs assistance with our website. Our 7 Help Desk Specialists handle 1,000 calls, 700 requests and 350 Live Assist sessions each week. How do they do it? They have a strong team that supports them in their work to find a resolution quickly while keeping a smile in their voices. They’re also very motivated to help others in their job duties as well as their understanding of the issues. When asked what the most rewarding part of their work is, each Specialist had a similar response: “The most rewarding part of our work is fixing an issue for a caller and getting her operational again.” They also expressed a great sense of satisfaction in helping others to understand technology just a little better. I applaud the Help Desk, its success and its continuous support for us all. The Help Desk is one of the many groups that make Guild so great.

    • Apr 11
    • Posted by:

      Mary Ann McGarry, President & CEO

    Meeting Customers Where They Are

    We want to meet our customers where they are. What better time than during our Eco April campaign to meet our customers online? Coming soon, our current customers will have paperless options for monthly loan statements. While customers do not choose who services their loans, at Guild, they can at least choose how they receive their loan information. They can now get information when and where they want it. Starting later this year, our customers will have the option of receiving e-statements. They’ll be able to sign up for e-statements through email, their online account, or by calling a customer service representative. All online communication is secure and emails will be encrypted to ensure privacy. Our servicing and compliance teams are working tirelessly to make access to loan information as fast and easy as possible. When our customers speak, we listen! We continue to set ourselves apart by using technology to mediate personal connections and are excited to see what’s coming up next.

    • Apr 3
    • Posted by:

      Mary Ann McGarry, President & CEO

    Passion Leads Us

    Our business is customer service. That’s why we’re always working on how we can connect with our customers better. With tight lending standards shutting out millennials and first-time homebuyers, we’ve put special focus on finding innovative ways to help them get started. Along with programs that provide more purchase options, we’re looking into customer experience. Research shows that across generations, people want the same thing: to be treated like people, and that regardless of technology, the emotional experience of buying a home doesn’t change. Buying a home is exciting and stressful. People want to connect with someone they trust, understand the application process, feel they’re making a smart choice and know their voices matter. At Guild, that’s the experience we’ve always provided and what we continue to emphasize. While we use the latest technologies, we focus on communication and relationship building because that’s what matters most. Putting people into homes and keeping them in their homes is what I love most about this business. As we grow, we’re looking at technology not as a way to cut out personal interaction, but instead, as a way to for us to connect with our customers. With new technologies, this will be an exciting year for new and existing customers – stay tuned!

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The blog postings on this site represent the positions, strategies or opinions of the author and do not necessarily represent the positions, strategies or opinions of Guild Mortgage Company or its affiliates. Each loan is subject to underwriter final approval. All information, loan programs, interest rates, terms and conditions are subject to change without notice. Always consult an accountant or tax advisor for full eligibility requirements on tax deductions.