Guild Mortgage
Claims Supervisor
Guild Mortgage Company, closing loans and opening doors since 1960. As a mortgage banking firm, we are dedicated to serving the homeowner/buyer. Our goal is to provide affordable home financing for our customers, utilizing the best terms available while providing a level of professionalism and service unsurpassed in the lending industry. Position Summary The Claims Supervisor is responsible for overseeing the daily operations of the claims team, ensuring productivity, accuracy, and compliance with regulatory and investor requirements. This role plays a critical part in maintaining departmental efficiency by monitoring key performance indicators (KPIs), conducting quality reviews of foreclosure and loss mitigation claims, and auditing case progress. The ideal candidate will possess a strong understanding of foreclosure laws, investor guidelines, and allowable expenses, along with excellent communication skills and the ability to manage multiple priorities in a fast-paced environment. Compensation This role is an exempt position with a Targeted Salary Range of $62,000 to $87,000. Compensation at Guild is influenced by a wide array of factors including but not limited to local and federal minimum wage requirements, education, level of experience, and applicant's geographical location. Essential Functions Monitor overall pipeline and daily, weekly, and monthly metrics for the team to maximize productivity and efficiency and minimize detrimental losses. Provide guidance and training on the claims and reconciliation process to ensure team performance and compliance. Coach and hold team members accountable for timeliness, accuracy, and completeness of work, and ensure all regulatory compliance deadlines are met. Hire, train, coach, discipline, and exit team members. Stay current with investor/insurer guidelines, foreclosure laws, and industry best practices. Act as a liaison between internal departments (Legal, Loss Mitigation) and external stakeholders (investors, vendors). Conduct audits and quality reviews of claims and documentation. Evaluate and approve final reconciliations and T8 Negative Claims. Track KPIs and support the Foreclosure Manager in performance management. Audit loan-level reconciliations post-sale or claim proceeds. Maintain accurate records in servicing systems and related platforms. Provide periodic updates to senior management on productivity, trends, and issues. Lead by example, providing mentorship and support to direct reports. Serve as a subject matter expert and update job aids and procedures as needed. Identify and implement process improvements and cost-saving opportunities. Collaborate with business analysts to ensure systems reflect policy updates. Resolve complex claims issues and escalate as necessary. Perform additional duties as assigned. Qualifications High School Diploma or equivalent, required. Bachelor's Degree directly related to the position or equivalent, preferred. Minimum five years' experience in mortgage default claims processing, including documentation and timeline management; Proven experience in foreclosure or loss mitigation claims or default servicing. Minimum three years supervisory or leadership experience. Strong knowledge of investor guidelines (e.g., HUD, VA, USDA, Fannie Mae, Freddie Mac) foreclosure and loss mitigation laws, regulations, and processes. Excellent leadership, team management, and mentoring skills. Strong analytical, auditing, and problem-solving abilities. Ability to manage multiple priorities in a fast-paced, deadline-driven environment. Proficiency in loan servicing systems and data entry. Basic math skills required. Passionate about delivering excellence in customer service. Strong interpersonal and listening skills with high comprehension. Ability to handle confidential matters with discretion and professionalism. Ethical, dependable, and aligned with company values. Comfortable working in emotionally demanding situations requiring patience and resilience. Experience using the internet for research and information gathering. Ability to conceptualize ideas and translate them into actionable processes or tools. Excellent verbal and written communication skills required. Highly organized and detail-oriented; ability to work in a fast-paced, metrics-driven environment required. Proficiency in Microsoft Office Suite, Word, Excel, Wiki, collaborative cloud-based programs, and third-party software applications required. Commitment to company values. Customer Service - Proactive attention to each person. Integrity - Do and say what's right. Respect - Treat others with dignity. Collaboration - Listen and work together. Learning - Seek knowledge and strive for improvement. Excellence
Deliver the unexpected. Supervision Job Scope:
Supervises staff holding jobs in the same or similar job families or functions, may monitor expenditures within a budget. Complexity:
Problems encountered are often complex and may involve significant resource coordination and availability, evaluating and resolving discrepancies with data, analyses, processes, etc. using own expertise and judgment. Impact:
Decisions and actions have a major impact on the strategic and operational outcomes of the area/unit; Has a direct and significant impact on the business and/or operations of the organization as a whole. Interaction/Supervision:
Manages staff performance, workflow, and schedules; coaches and disciplines; may contribute to hiring, termination, and pay decisions; plans and participates in staff training; interfaces with internal and external customers and/or internal support functions. Direct Reports:
6 Requirements Physical:
Work is primarily sedentary; mobility in an office setting. Manual Dexterity:
Ability to operate standard office equipment and keyboards. Audio/Visual:
Ability to accurately interpret sounds and associated meanings at a volume consistent with interpersonal conversation. Environmental:
Office environment
moderate noise, no substantial exposure to adverse environmental conditions. Travel:
5% or less Mental:
Must be able to adhere to process protocol. Must be able to apply established protocols in a timely manner. This role requires effective adaptation to workplace stressors, including customer service complaints, security responsibilities, and competing priorities. Schedules:
Work is primarily performed during the business week, Monday - Friday. Guild offers a pleasant work environment, competitive compensation and excellent benefits package; including medical, dental, vision, life insurance, AD&D, LTD and 401(k) with employer match. Guild Mortgage Company is an Equal Opportunity Employer.
Guild Mortgage Company, closing loans and opening doors since 1960. As a mortgage banking firm, we are dedicated to serving the homeowner/buyer. Our goal is to provide affordable home financing for our customers, utilizing the best terms available while providing a level of professionalism and service unsurpassed in the lending industry. Position Summary The Claims Supervisor is responsible for overseeing the daily operations of the claims team, ensuring productivity, accuracy, and compliance with regulatory and investor requirements. This role plays a critical part in maintaining departmental efficiency by monitoring key performance indicators (KPIs), conducting quality reviews of foreclosure and loss mitigation claims, and auditing case progress. The ideal candidate will possess a strong understanding of foreclosure laws, investor guidelines, and allowable expenses, along with excellent communication skills and the ability to manage multiple priorities in a fast-paced environment. Compensation This role is an exempt position with a Targeted Salary Range of $62,000 to $87,000. Compensation at Guild is influenced by a wide array of factors including but not limited to local and federal minimum wage requirements, education, level of experience, and applicant's geographical location. Essential Functions Monitor overall pipeline and daily, weekly, and monthly metrics for the team to maximize productivity and efficiency and minimize detrimental losses. Provide guidance and training on the claims and reconciliation process to ensure team performance and compliance. Coach and hold team members accountable for timeliness, accuracy, and completeness of work, and ensure all regulatory compliance deadlines are met. Hire, train, coach, discipline, and exit team members. Stay current with investor/insurer guidelines, foreclosure laws, and industry best practices. Act as a liaison between internal departments (Legal, Loss Mitigation) and external stakeholders (investors, vendors). Conduct audits and quality reviews of claims and documentation. Evaluate and approve final reconciliations and T8 Negative Claims. Track KPIs and support the Foreclosure Manager in performance management. Audit loan-level reconciliations post-sale or claim proceeds. Maintain accurate records in servicing systems and related platforms. Provide periodic updates to senior management on productivity, trends, and issues. Lead by example, providing mentorship and support to direct reports. Serve as a subject matter expert and update job aids and procedures as needed. Identify and implement process improvements and cost-saving opportunities. Collaborate with business analysts to ensure systems reflect policy updates. Resolve complex claims issues and escalate as necessary. Perform additional duties as assigned. Qualifications High School Diploma or equivalent, required. Bachelor's Degree directly related to the position or equivalent, preferred. Minimum five years' experience in mortgage default claims processing, including documentation and timeline management; Proven experience in foreclosure or loss mitigation claims or default servicing. Minimum three years supervisory or leadership experience. Strong knowledge of investor guidelines (e.g., HUD, VA, USDA, Fannie Mae, Freddie Mac) foreclosure and loss mitigation laws, regulations, and processes. Excellent leadership, team management, and mentoring skills. Strong analytical, auditing, and problem-solving abilities. Ability to manage multiple priorities in a fast-paced, deadline-driven environment. Proficiency in loan servicing systems and data entry. Basic math skills required. Passionate about delivering excellence in customer service. Strong interpersonal and listening skills with high comprehension. Ability to handle confidential matters with discretion and professionalism. Ethical, dependable, and aligned with company values. Comfortable working in emotionally demanding situations requiring patience and resilience. Experience using the internet for research and information gathering. Ability to conceptualize ideas and translate them into actionable processes or tools. Excellent verbal and written communication skills required. Highly organized and detail-oriented; ability to work in a fast-paced, metrics-driven environment required. Proficiency in Microsoft Office Suite, Word, Excel, Wiki, collaborative cloud-based programs, and third-party software applications required. Commitment to company values. Customer Service - Proactive attention to each person. Integrity - Do and say what's right. Respect - Treat others with dignity. Collaboration - Listen and work together. Learning - Seek knowledge and strive for improvement. Excellence
Deliver the unexpected. Supervision Job Scope:
Supervises staff holding jobs in the same or similar job families or functions, may monitor expenditures within a budget. Complexity:
Problems encountered are often complex and may involve significant resource coordination and availability, evaluating and resolving discrepancies with data, analyses, processes, etc. using own expertise and judgment. Impact:
Decisions and actions have a major impact on the strategic and operational outcomes of the area/unit; Has a direct and significant impact on the business and/or operations of the organization as a whole. Interaction/Supervision:
Manages staff performance, workflow, and schedules; coaches and disciplines; may contribute to hiring, termination, and pay decisions; plans and participates in staff training; interfaces with internal and external customers and/or internal support functions. Direct Reports:
6 Requirements Physical:
Work is primarily sedentary; mobility in an office setting. Manual Dexterity:
Ability to operate standard office equipment and keyboards. Audio/Visual:
Ability to accurately interpret sounds and associated meanings at a volume consistent with interpersonal conversation. Environmental:
Office environment
moderate noise, no substantial exposure to adverse environmental conditions. Travel:
5% or less Mental:
Must be able to adhere to process protocol. Must be able to apply established protocols in a timely manner. This role requires effective adaptation to workplace stressors, including customer service complaints, security responsibilities, and competing priorities. Schedules:
Work is primarily performed during the business week, Monday - Friday. Guild offers a pleasant work environment, competitive compensation and excellent benefits package; including medical, dental, vision, life insurance, AD&D, LTD and 401(k) with employer match. Guild Mortgage Company is an Equal Opportunity Employer.