PENNYMAC
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Customer Experience Specialist III
role at
PENNYMAC .
PENNYMAC (NYSE: PFSI) is a specialty financial services firm with a comprehensive mortgage platform and integrated business focused on the production and servicing of U.S. mortgage loans and the management of investments related to the U.S. mortgage market.
About the Role The
Customer Experience Specialist
is a skilled customer service role operating in a call‑center environment 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. This key contributor facilitates efficient processes that support business and customer service objectives and may work across functions/channels within the Mortgage Fulfillment Division (MFD).
Responsibilities
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
Handle the most complex products, calls, emails or text / chat sessions
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 100 loans
Perform routine data entry and validation tasks
Review and validate loan documents
Handle routine calls, emails and/or chat responses with Pennymac employees, consumers & authorized 3rd parties
Monitor work queues and intervene as needed
Interact with multiple departments to expedite processing and/or issue resolution
Conduct preliminary or basic research to accurately resolve and respond to customer inquiries
Assist the team manager in the development of newer associates
Perform other related duties as required and assigned
Demonstrate behaviors aligned with the organization’s desired culture and values
Qualifications
Minimum of 36 months mortgage processing experience, preferably with direct customer contact in a call center environment
Bilingual Spanish is a plus
Good understanding of applicable Federal, State and Local mortgage regulations
Team player with strong attention to detail and ability to work independently
Capable communicator, written and oral
Strong negotiation skills with ability to effectively resolve problems
Proven track record of 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
Proficient with computers and mainstream applications (Microsoft, Google, etc.)
Benefits Benefits that bring it home: comprehensive Medical, Dental and Vision; paid time off including vacation, holidays, illness and parental leave; wellness programs; employee recognition; onsite gyms and cafe‑style dining (select locations); retirement benefits, life insurance, 401(k) match, tuition reimbursement; philanthropy programs including matching gifts, volunteer grants and corporate sponsorships.
Compensation $45,000 – $66,000 per year, with potential performance‑based or stock‑based incentives.
Work Model Office‑based.
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Customer Experience Specialist III
role at
PENNYMAC .
PENNYMAC (NYSE: PFSI) is a specialty financial services firm with a comprehensive mortgage platform and integrated business focused on the production and servicing of U.S. mortgage loans and the management of investments related to the U.S. mortgage market.
About the Role The
Customer Experience Specialist
is a skilled customer service role operating in a call‑center environment 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. This key contributor facilitates efficient processes that support business and customer service objectives and may work across functions/channels within the Mortgage Fulfillment Division (MFD).
Responsibilities
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
Handle the most complex products, calls, emails or text / chat sessions
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 100 loans
Perform routine data entry and validation tasks
Review and validate loan documents
Handle routine calls, emails and/or chat responses with Pennymac employees, consumers & authorized 3rd parties
Monitor work queues and intervene as needed
Interact with multiple departments to expedite processing and/or issue resolution
Conduct preliminary or basic research to accurately resolve and respond to customer inquiries
Assist the team manager in the development of newer associates
Perform other related duties as required and assigned
Demonstrate behaviors aligned with the organization’s desired culture and values
Qualifications
Minimum of 36 months mortgage processing experience, preferably with direct customer contact in a call center environment
Bilingual Spanish is a plus
Good understanding of applicable Federal, State and Local mortgage regulations
Team player with strong attention to detail and ability to work independently
Capable communicator, written and oral
Strong negotiation skills with ability to effectively resolve problems
Proven track record of 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
Proficient with computers and mainstream applications (Microsoft, Google, etc.)
Benefits Benefits that bring it home: comprehensive Medical, Dental and Vision; paid time off including vacation, holidays, illness and parental leave; wellness programs; employee recognition; onsite gyms and cafe‑style dining (select locations); retirement benefits, life insurance, 401(k) match, tuition reimbursement; philanthropy programs including matching gifts, volunteer grants and corporate sponsorships.
Compensation $45,000 – $66,000 per year, with potential performance‑based or stock‑based incentives.
Work Model Office‑based.
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