Client Success Assistant

Client Success Assistant

Guidance Residential, LLC is a strong, growing company that specializes in residential mortgage lending. Our team members are a vital strength in our ability to grow and continue to serve our customers.

Client Success Assistants are responsible for helping to ensure the customer experience is a positive one. Their role centers around monitoring and managing problematic files, ensuring we meet the quality standards of our mortgage applications which includes the submission of complete and accurate initial documents for review by our Account Manager and Underwriting team. This role requires strong attention to detail, excellent written and verbal communication skills, and the ability to work collaboratively with customers, Account Executives (AE), Account Managers (AM), Underwriters and Closers to resolve file deficiencies.

Required Skills and Experience :

• Monitor and Manage Problematic Files
• Identify and track files that require additional attention
• Engage and follow up with customers to gather all missing documentation in a diligent manner in order to prevent underwriting delays.
• Ensure timely resolution of file deficiencies to meet quality standards.
• Ensure Accuracy and Completeness of Mortgage Applications
• Review submitted documents to confirm they are complete and accurate.
• Ensure that mortgage application accurately reflects the information provided by customer and contained in initial documents
• Work closely with Account Executive and Customer to address missing or incorrect information.
• Collaborate with Key Stakeholders
• Communicate with Account Executives (AE), Account Managers (AM), Underwriters, and Closers to facilitate file resolution.
• Maintain open lines of communication with customers to gather necessary documents.
• Maintain Compliance and Quality Control
• Ensure all files meet company policies and regulatory guidelines.
• Assist in identifying trends in documentation deficiencies and suggest process improvements.
• Provide Clear and Effective Communication
• Utilize strong written and verbal communication to resolve file issues efficiently.
• Document all communications and actions taken to rectify file deficiencies.
• Track and Report on File Deficiencies
• Maintain records of problematic files, resolutions, and trends.
• Provide reports to management on common issues and potential process improvements.

Desired Skills and Experience :

Job Benefits :

Our offices are conveniently located in Reston, VA and easily accessible from the Virginia, Maryland, D.C. area. We are located within walking distance (10 min) to the Washington D.C. Metro's Silver Line Wiehle-Reston Station, and we are also only a few miles from the Dulles International Airport.

Guidance Residential is an Equal Opportunity Employer.