Customer Experience Specialist II

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 Customer Experience Specialist is a skilled customer service role, operating in a call center environment and 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. The individual is a key contributor facilitating efficient and effective processes that support business and customer service objectives.

Responsibilities may be limited within a specific function/channel or across functions/channels within the Mortgage Fulfillment Division (MFD).

The Customer Experience Specialist will:

• 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 more 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
• Performing routine data entry and validation tasks
• Reviewing and validating loan documents
• Handling routine calls, emails and/or chat responses with Pennymac employees, consumers &/or authorized 3rd parties
• Monitoring work queues and intervening as needed
• Interact with multiple departments to expedite processing and/or issue resolution
• Conduct preliminary or basic research in order to accurately resolve and respond to customer inquiries
• Interact with direct supervisor and other Pennymac departments to resolve customer requests/issues
• Must request assistance for escalated and/or more complex issues to department senior associates or supervisors
• Meet outlined production and quality standards
• Follow established Policy and Procedures
• Performing other related duties as required and assigned
• Demonstrating behaviors which are aligned with the organization’s desired culture and values

• A minimum of 24 months of mortgage processing experience preferably with direct customer contact in a call center environment is required
• Bilingual Spanish is a plus
• Must be a team player with strong attention to detail and able to work independently
• Capable communicator, written and oral
• Strong negotiation skills with ability to effectively resolve problems
• Proven track record at 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
• Demonstrated proficiency with computers and mainstream computer applications (Microsoft, Google, etc.)

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…