Collections Supervisor

Overview

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 home ownership through the complete mortgage journey.

The Collections Supervisor is routinely expected to be a combination of supervising and coordinating activities of development, coaching, teaching, training, mentoring, and managing a team of 8-12 collections agents’ day-to-day operations engaging in the collections of payments for current and overdue customers as well as offering loss mitigation alternatives on residential real estate mortgage loans.

The Collections Supervisor will:

• Multi-task, manage, and coach agents, handle challenging customers, escalation calls, readily shift priorities, prepare management reports, and lead call center initiatives while ensuring service levels and quality objectives are achieved
• Develop and create training based off department needs, then deliver it in training classes
• Monitor and evaluate agents daily, weekly, and monthly performance, including developing actions plans, conducting individual and team workshops and coaching sessions, providing timely feedback, facilitating call calibration sessions, side-by-side and silent call quality monitoring to ensure effective servicing, and career development
• Build, establish and maintain open lines of communication with agents, peers, trainers, managers, QC, QA, and other areas of the company to facilitate problem solving
• Report, analyze and resolve system, customer and operational issues that impact service quality
• Perform other related duties as required and assigned
• Demonstrate behaviors which are aligned with the organization’s desired culture and values

• Associate’s degree or equivalent work experience
• 5+ years of relevant work experience
• Working knowledge of Microsoft Office products
• Working knowledge of collection practices and laws, loss mitigation, foreclosure, and bankruptcy laws

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 sponsor ships

To learn more about our benefits visit: (Use the "Apply for this Job" box below)./benefits

For residents with state required benefit information, additional information can be found at:

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
$55,000 - $85,000

Work Model
OFFICE