Thinking Like a Customer

Customer Choice | Guild Mortgage

We all know what it’s like to be a customer. We like to have options. Some of us prefer self-service, others prefer speaking to people face-to-face and still others like emails or phone calls best. With individual needs in mind, our Servicing team listens to what customers want. We recently created a Branch Liaison position to partner with branches and Express Lending in order to be sure service levels are high. We understand that our borrowers have built a relationship with our branches and may prefer to go to them. The Branch Liaison supports branches when that happens. We’ve also added more Customer Service Representatives to our team to answer borrower calls. These initiatives, along with upcoming paperless statement and payment options, ensure our customers can choose what makes sense for them. When they speak, we listen!