PennyMac
Overview
Pennymac is a specialty financial services firm focused on the production and servicing of U.S. mortgage loans and the management of related investments. Our people are the foundation of our success and contribute to a dynamic work culture committed to helping millions of Americans achieve homeownership. Position
Priority Complaint Specialist I
will conduct thorough investigations into written and verbal complaints and disputes received from customers, attorneys, executives and regulatory agencies. Prepare and deliver accurate and comprehensive responses to complaints within established timelines, adhering to company policies, complaint procedures and regulatory requirements. What Youll Do (Responsibilities)
Serve as the primary point of contact for complainants, providing regular updates and explanations throughout the resolution process Maintain detailed records of all complaints, investigation findings and resolutions in the appropriate systems; ensure documentation is accurate and consistently up-to-date Collaborate with departments (e.g., legal, compliance, operations) to gather information and facilitate resolution Ensure all inquiries or complaints are resolved promptly with effective service to customers, escalating to a Supervisor when required Compose professional and accurate written response letters Verify that all information in responses directly and completely addresses customer concerns Maintain compliance with regulatory timeframes for complaint resolution, including updates to the designated portal Identify and escalate process breakdowns and potential risks contributing to complaints Perform other related duties as required and assigned Demonstrate behaviors aligned with the organizations culture and values What Youll Bring (Qualifications)
Strong written and verbal communication skills Strong internal and external customer service skills, including a professional telephone manner Good organizational and time management skills Strong problem-solving skills and critical thinking, with sound judgment Working knowledge of collection practices and law, loss mitigation, foreclosure, and bankruptcy laws, including knowledge of RESPA as it pertains to qualified written requests Proficient in Microsoft Word and Excel Proven track record of delivering timely and accurate information in a fast-paced environment Strong attention to detail, ability to work independently and as a team Strong business acumen Financial services or mortgage industry experience preferred Why You Should Join
As one of the top mortgage lenders, Pennymac has helped over 4 million lifetime homeowners. Our vision is to be the most trusted partner for home. With 4,000 Pennymac team members nationwide, we are guided by our core values: Accountability, Reliability and Ethics. Pennymac is committed to fostering an equitable and inclusive environment where all employees and customers feel valued, respected and supported. Benefits
Benefits include: Comprehensive Medical, Dental, and Vision Paid Time Off programs including vacation, holidays, illness, and parental leave Wellness programs, employee recognition programs, and onsite gyms and cafe-style dining (select locations) Retirement benefits, life insurance, 401k match, and tuition reimbursement Philanthropy programs including matching gifts, volunteer grants, charitable grants and corporate sponsorships Competitive salary with potential bonuses Compensation
Base pay range: $45,000.00/yr - $66,000.00/yr Salary: $45,000 - $66,000; individual salary may vary based on role, location, skills and experience. Some roles may include performance-based compensation and/or stock-based incentives. Work Model
Office Seniority level
Not Applicable Employment type
Full-time Job function
Other #J-18808-Ljbffr
Pennymac is a specialty financial services firm focused on the production and servicing of U.S. mortgage loans and the management of related investments. Our people are the foundation of our success and contribute to a dynamic work culture committed to helping millions of Americans achieve homeownership. Position
Priority Complaint Specialist I
will conduct thorough investigations into written and verbal complaints and disputes received from customers, attorneys, executives and regulatory agencies. Prepare and deliver accurate and comprehensive responses to complaints within established timelines, adhering to company policies, complaint procedures and regulatory requirements. What Youll Do (Responsibilities)
Serve as the primary point of contact for complainants, providing regular updates and explanations throughout the resolution process Maintain detailed records of all complaints, investigation findings and resolutions in the appropriate systems; ensure documentation is accurate and consistently up-to-date Collaborate with departments (e.g., legal, compliance, operations) to gather information and facilitate resolution Ensure all inquiries or complaints are resolved promptly with effective service to customers, escalating to a Supervisor when required Compose professional and accurate written response letters Verify that all information in responses directly and completely addresses customer concerns Maintain compliance with regulatory timeframes for complaint resolution, including updates to the designated portal Identify and escalate process breakdowns and potential risks contributing to complaints Perform other related duties as required and assigned Demonstrate behaviors aligned with the organizations culture and values What Youll Bring (Qualifications)
Strong written and verbal communication skills Strong internal and external customer service skills, including a professional telephone manner Good organizational and time management skills Strong problem-solving skills and critical thinking, with sound judgment Working knowledge of collection practices and law, loss mitigation, foreclosure, and bankruptcy laws, including knowledge of RESPA as it pertains to qualified written requests Proficient in Microsoft Word and Excel Proven track record of delivering timely and accurate information in a fast-paced environment Strong attention to detail, ability to work independently and as a team Strong business acumen Financial services or mortgage industry experience preferred Why You Should Join
As one of the top mortgage lenders, Pennymac has helped over 4 million lifetime homeowners. Our vision is to be the most trusted partner for home. With 4,000 Pennymac team members nationwide, we are guided by our core values: Accountability, Reliability and Ethics. Pennymac is committed to fostering an equitable and inclusive environment where all employees and customers feel valued, respected and supported. Benefits
Benefits include: Comprehensive Medical, Dental, and Vision Paid Time Off programs including vacation, holidays, illness, and parental leave Wellness programs, employee recognition programs, and onsite gyms and cafe-style dining (select locations) Retirement benefits, life insurance, 401k match, and tuition reimbursement Philanthropy programs including matching gifts, volunteer grants, charitable grants and corporate sponsorships Competitive salary with potential bonuses Compensation
Base pay range: $45,000.00/yr - $66,000.00/yr Salary: $45,000 - $66,000; individual salary may vary based on role, location, skills and experience. Some roles may include performance-based compensation and/or stock-based incentives. Work Model
Office Seniority level
Not Applicable Employment type
Full-time Job function
Other #J-18808-Ljbffr