PennyMac
Mortgage Customer Experience Specialist I
Entry level customer service role, operating in a call center environment and supporting Consumer Direct Lending. The individual acts as the primary consumer contact to guide a consumer through the loan origination process after the licensed discussion with a loan officer. The role contributes to facilitating efficient and effective processes that support business and customer service objectives. Responsibilities may be limited within a specific function/channel or across functions/channels within the Mortgage Fulfillment Division (MFD). What Youll Do Operate in a Call Center environment as a customer success advocate Receive inbound calls and make outbound calls to consumers Receive inbound text messages and facilitate outbound text messages to consumers Answer high-volume, inbound calls or texts from current customers in a timely manner. Provide exceptional customer service to all customers mortgage loan inquiries/requests Effectively manage a pipeline of up to 75 loans Performing routine data entry and validation tasks Handling routine calls, emails and/or chat responses with Pennymac employees, consumers &/or authorized 3rd parties Monitoring work queues and intervening as needed Interacting with multiple departments to expedite processing and/or issue resolution Conduct preliminary or basic research in order to accurately resolve and respond to customer inquiries Must request assistance for escalated and/or more complex issues to department senior associates or supervisors Meet outlined production and quality standards Follow established Policy and Procedures Performing other related duties as required and assigned Demonstrating behaviors which are aligned with the organizations desired culture and values
What Youll Bring
A minimum of 12 months of mortgage experience preferably in a processing role with direct customer contact in a call center environment is required. If no mortgage experience, 2+ years of direct customer contact in a financial industry high volume call center Bilingual Spanish is a plus General understanding of applicable Federal, State and Local mortgage regulations a plus Must be a team player with strong attention to detail and able to work independently Proven track record at delivering timely and accurate information in a fast-paced environment Excellent critical thinking, problem solving, mathematical skills and sound judgment Effective time management skills to deliver work on time Capable communicator, written and oral Strong negotiation skills with ability to effectively resolve problems Demonstrated proficiency with computers and mainstream computer applications (Microsoft, Google, etc.)
Why You Should Join
As one of the top mortgage lenders in the country, Pennymac has helped over 4 million lifetime homeowners achieve and sustain their aspirations of home ownership. Our vision is to be the most trusted partner for home. Together, 4,000 Pennymac team members across the country are guided by our core values: to be Accountable, Reliable and Ethical in all that we do. Pennymac is committed to conducting a business that makes positive contributions and promotes long-term sustainable growth and 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
Compensation details:
Salary
$39,000 - $55,000. Some roles may be eligible for performance-based compensation and/or stock-based incentives awarded to employees based on company and individual performance. Work Model:
OFFICE Note:
This description reflects the responsibilities and requirements for the Mortgage Customer Experience Specialist I role at Pennymac. It is not a guarantee of employment and does not create a contract. This posting does not include all duties that may be assigned to the role. #J-18808-Ljbffr
Entry level customer service role, operating in a call center environment and supporting Consumer Direct Lending. The individual acts as the primary consumer contact to guide a consumer through the loan origination process after the licensed discussion with a loan officer. The role contributes to facilitating efficient and effective processes that support business and customer service objectives. Responsibilities may be limited within a specific function/channel or across functions/channels within the Mortgage Fulfillment Division (MFD). What Youll Do Operate in a Call Center environment as a customer success advocate Receive inbound calls and make outbound calls to consumers Receive inbound text messages and facilitate outbound text messages to consumers Answer high-volume, inbound calls or texts from current customers in a timely manner. Provide exceptional customer service to all customers mortgage loan inquiries/requests Effectively manage a pipeline of up to 75 loans Performing routine data entry and validation tasks Handling routine calls, emails and/or chat responses with Pennymac employees, consumers &/or authorized 3rd parties Monitoring work queues and intervening as needed Interacting with multiple departments to expedite processing and/or issue resolution Conduct preliminary or basic research in order to accurately resolve and respond to customer inquiries Must request assistance for escalated and/or more complex issues to department senior associates or supervisors Meet outlined production and quality standards Follow established Policy and Procedures Performing other related duties as required and assigned Demonstrating behaviors which are aligned with the organizations desired culture and values
What Youll Bring
A minimum of 12 months of mortgage experience preferably in a processing role with direct customer contact in a call center environment is required. If no mortgage experience, 2+ years of direct customer contact in a financial industry high volume call center Bilingual Spanish is a plus General understanding of applicable Federal, State and Local mortgage regulations a plus Must be a team player with strong attention to detail and able to work independently Proven track record at delivering timely and accurate information in a fast-paced environment Excellent critical thinking, problem solving, mathematical skills and sound judgment Effective time management skills to deliver work on time Capable communicator, written and oral Strong negotiation skills with ability to effectively resolve problems Demonstrated proficiency with computers and mainstream computer applications (Microsoft, Google, etc.)
Why You Should Join
As one of the top mortgage lenders in the country, Pennymac has helped over 4 million lifetime homeowners achieve and sustain their aspirations of home ownership. Our vision is to be the most trusted partner for home. Together, 4,000 Pennymac team members across the country are guided by our core values: to be Accountable, Reliable and Ethical in all that we do. Pennymac is committed to conducting a business that makes positive contributions and promotes long-term sustainable growth and 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
Compensation details:
Salary
$39,000 - $55,000. Some roles may be eligible for performance-based compensation and/or stock-based incentives awarded to employees based on company and individual performance. Work Model:
OFFICE Note:
This description reflects the responsibilities and requirements for the Mortgage Customer Experience Specialist I role at Pennymac. It is not a guarantee of employment and does not create a contract. This posting does not include all duties that may be assigned to the role. #J-18808-Ljbffr