Sr Specialist, Research, Escalation and Compliant Handing

Pennymac is (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 Senior REACH Specialist is responsible for supporting the strategic coordination, investigation, and resolution of complex consumer disputes and high-risk loan servicing escalations across the enterprise. Operating as a primary point of contact for customer inquiries received directly or through legal representatives, this role facilitates cross-functional communication across compliance, loss mitigation, and servicing operations teams. Through root-cause analyses, complaint metric tracking, and targeted peer training, this role ensures the complaint handling function operates with peak efficiency and strict adherence to consumer protection standards.

The Senior REACH Specialist will:

• Execute inbound and outbound dispute resolution communications and specialized loss mitigation workouts following Fannie Mae, Freddie Mac, FHA, VA, and corporate investor guidelines
• Administer financial record updates, credit bureau correction processing, ACH payment failure investigations, and Home Equity Line of Credit (HELOC) account servicing tasks
• Manage first payment default cases, loss mitigation queues, and mass outbound retention campaigns to mitigate delinquency across specialized loan portfolios
• Perform root-cause analyses during complaint resolutions and conduct quality assurance call-listening audits to evaluate compliance and service quality
• Support cross-queue Collections, general customer service overflow, and short-sale backup queues while leading team huddles and providing real-time operational chat support
• Perform other related duties as required and assigned
• Demonstrate behaviors which are aligned with the organization’s desired culture and values

• High School Diploma or equivalent required;
  Bachelor’s degree in Business Administration, Finance, or a related field preferred
• 4+ years of progressive experience in mortgage servicing, complaint resolution, loss mitigation, collections, or loan servicing escalations
• Advanced proficiency in Loan Servicing Systems (e.g., MSP/Black Knight, Mortgage Serv), Credit Bureau Reporting frameworks (e.g., e-OSCAR), and Microsoft Office/Google Workspace suites
• Preferred proficiency with ACD telephony platforms, real-time chat management tools, and business intelligence reporting software (Power BI, Tableau)
• Active Mortgage Loan Originator (MLO) license or industry compliance certifications preferred

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.

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…