• Lead efforts to define key performance metrics for each representative and team, regularly tracking and reviewing metrics to measure performance and identify areas of improvement. • Prepare and analyze call center reports to track performance, identify trends and make data driven decisions to improve productivity. • Coach and hold team members accountable for KPI metrics. • Interview candidates and facilitate onboarding process with new hires. • Assure Loss Mitigation SPOC Representatives manage call volumes in accordance with all applicable regulations and laws; verify optimal service levels are maintained during peak and non-peak hours. • Perform Quality Monitoring reviews of SPOC calls to verify compliance with telephone standards and investor guidelines; provide coaching, and recognition, based on review findings. • Role model and coach SPOC Representatives on how to explore, analyze, and respond to customers’ issues and concerns via phone and through written correspondence. • Handle escalated customer inquiries or complaints; resolving issues promptly and effectively to ensure borrower satisfaction. • Coach on escalated calls, review complaints, and provide research to management timely. • Collaborate with other departments within servicing to address borrower’s needs, resolve issues and ensure seamless communication and workflow. • Identify and stay current on changes in industry regulations, and recommend updates to internal policies, procedures, policies, and systems based on new/changed requirements. • Work with management on SPOC Loss Mitigation initiatives and provide status updates. • Interpret and communicate work procedures and company policies to staff. • Monitor SPOC timesheets, vacation time, and sick time to ensure accuracy and timely processing. • Onboard new hires and identify areas where additional training is needed and partner with Servicing trainer on rollout training. • Analyze and resolve problems rationally; use sound judgment, expertise and experience to create positive outcomes, hold difficult conversations, and influence others. • Ensure effective communication on Loss Mitigation workout evaluation outcomes (approval or denial), including modifications, payment deferrals/partial claims, forbearance, short-sale and DIL workouts in accordance with investor/insurer guidelines, while maintaining a professional demeanor. • Assist with internal and external audit preparations, post-audit findings to investors, and any other exam activities, as assigned. • Ensures compliance with applicable federal, state, and local laws and regulations. Completes all required compliance • Maintain knowledge of and adhere to Guild’s internal compliance policies and procedures. • Perform other duties as assigned.

• Acting as a primary point of contact for the customer • Assist originator in appointment setting with prospective and new applicants • Provide new lead call backs within 20 minutes and maintain a 35% conversion rate from lead to appointment • Set and confirm appointments for originator and manage calendar • Provide administrative support managing various client databases • Send new clients online pre-qualification link on behalf of originator • Analyze customer’s credit and financial scenario and determining appropriate loan product(s) • Run credit on loans assigned to an originator • Run AUS findings and prepare the Initial Fee Worksheet • Monitor key dates related to loan transactions and respond accordingly • Send loan forms, disclosures agreements, and other supporting documentation to customers for completion and signature • Maintain customer contact to ensure follow-up of loan application • Provide support in the collection and preparation of submitting loan application with supporting documentation to processing

• Process residential mortgage loans. • Achieve production and quality metrics. • Liaison between loan officer, borrower, underwriter and funding. • Prepare and review loan file to ensure completeness of submission and supporting documents, as well as compliance with underwriting and investor guidelines. • Monitor overall loan processing cycle time to ensure the loan closes on time. • Communicate and coordinate the resolution of issues that delay loan closing timeline. • Monitor the overall lending process, and identify, resolve, and communicate issues that could impact timely closure of loans.

• Monitor overall pipeline and metrics for team, and ensure workloads are adjusted as needed. • Provide training, guidance and coaching to Processors to address and clarify issues related to procedures and requirements, products, systems and required documents. • Coordinate and manages daily workflow requirements and facilitates communications between Funding and Underwriting departments. • Review file to ensure completeness of application and all required supporting documentation. • Initiate documentation requests such as appraisals, employment verifications, preliminary title reports, etc. • Check ratios and program applicability. • Ensure status, issues or additional requirements for processing loans are communicated; make requests and provide status on loans to Processors, borrowers, agents, and Loan Officers in order to obtain information to finalize incomplete loan packages. • Ensure Processors achieve productivity objectives and customer service levels. • Conduct new and ongoing training for Processors and communicate industry and company changes. • Follow all applicable compliance regulations. • Escalate issues as needed and follows up to ensure timely resolution. • Participate and make recommendations related to staff changes, interviews and selection of new hires, internal promotions, performance evaluations, recognition, employee relations issues, and disciplinary actions. • Review loan applications and documentation to ensure accuracy, completeness and compliance with Company standards, federal and agency regulations, standards, and guidelines, as well as any applicable state-specific and or local regulations, ordinances, etc. • Stay current with federal, state regulations, policies and industry trends. • Verify accuracy of system input. • Process overflow loans. • Perform other duties as assigned.