What are the responsibilities and job description for the Mortgage Customer Experience Specialist I position 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.
At Pennymac, our people are the foundation of our success and at the heart of our dynamic work culture. Together, we work towards a unified goal of helping millions of Americans achieve aspirations of homeownership through the complete mortgage journey.
A Typical Day
The Customer Experience Specialist is an entry level customer service role, operating in a call center environment and supporting Consumer Direct Lending. As the Specialist, you will act as the primary consumer contact to guide a consumer through the loan origination process after the licensed discussion with a loan officer.
The Customer Experience Specialist will:
- Operate in a Call Center environment as a customer success advocate
- Answer high-volume, inbound calls or texts from current customers in a timely manner
- Perform routine data entry and validation tasks
- Handle routine calls, emails and/or chat responses with Pennymac employees, consumers and/or authorized 3rd parties
- Interact with multiple departments to expedite processing and/or issue resolution
- Perform other related duties as required and assigned
- Demonstrate behaviors which are aligned with the organization’s desired culture and values
What You’ll Bring
- Mortgage and/or financial services call center experience is a plus
- Bilingual Spanish is a plus
- General understanding of applicable Federal, State and Local mortgage regulations a plus
- 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. 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 That Bring It Home: Whether you're looking for flexible benefits for today, setting up short-term goals for tomorrow, or planning for long-term success and retirement, Pennymac's benefits have you covered. Some key 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
To learn more about our benefits visit: https://pennymacnews.page.link/benefits
Compensation: Individual salary may vary based on multiple factors including specific role, geographic location / market data, and skills and experience as defined below:
- Lower in range - Building skills and experience in the role
- Mid-range - Experience and skills align with proficiency in the role
- Higher in range - Experience and skills add value above typical requirements of the role
Some roles may be eligible for performance-based compensation and/or stock-based incentives awarded to employees based on company and individual performance.
Salary
$39,000 - $55,000
Work Model
OFFICE
Salary : $39,000 - $55,000
