Priority Complaint Specialist

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 home ownership through the complete mortgage journey.

The Priority Complaint Specialist I is responsible for managing operational risk tracking, interfacing across customers, attorneys, executives, and regulatory agencies to conduct thorough investigations into written and verbal disputes. As the Priority Complaint Specialist I, you will create operational efficiencies by researching root causes, tracking findings in central systems, and drafting precise, professional responses that align with standard procedures. Ultimately, this role acts as a critical driving force for compliance and customer retention, collaborating across operational teams to ensure all inquiries are resolved accurately and well within strict regulatory time frames.

The Priority Complaint Specialist I will:

• Serve as the primary point of contact for complainants, providing regular updates and explanations throughout the resolution process
• Maintain detailed records of all complaints, investigation findings and resolutions in the appropriate systems; ensure documentation is accurate and consistently up-to-date
• Collaborate closely with other departments (e.g., legal, compliance, operations) to gather information and facilitate resolution
• Ensure all inquiries or complaints are resolved promptly and with effective service to customers, escalating to a Supervisor when required
• Compose professional and accurate written response letters
• Verify that all information provided in responses directly and completely address all customer concerns
• Maintain compliance with regulatory time frames for complaint resolution, including updates to the designated portal
• Identify and escalate process breakdowns and potential risks that contribute to complaints
• Perform other related duties as required and assigned
• Demonstrate behaviors which are aligned with the organization’s desired culture and values

• Strong written and verbal communication skills
• Strong internal and external customer service skills, including a professional telephone manner
• Good organizational and time management skills
• Strong problem‑solving skills and critical‑thinking, with sound judgement
• Working knowledge of collection practices and law, loss mitigation, foreclosure, and bankruptcy laws, including thorough knowledge of RESPA as it pertains to qualified written requests
• Proficient in Microsoft Word and Excel
• Proven track record of delivering timely and accurate information in a fast‑paced environment
• Strong attention to detail, ability to work independently and as a team player
• Strong business acumen
• Financial services or mortgage industry experience 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.

• 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
• We value the hard work and dedication of our employees. In addition to a competitive salary, positions may offer bonus opportunities.

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.

$45,000 - $66,000

OFFICE