Customer Experience Specialist - Call Center

Customer Experience Specialist I
- Call Center

Join to apply for the Customer Experience Specialist I
- Call Center role at PENNYMAC.

PENNYMAC 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.

The Customer Experience Specialist is an entry-level 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 to 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).

• 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
• 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 75 loans
• Perform routine data entry and validation tasks
• Handle routine calls, emails and/or chat responses with Pennymac employees, consumers & authorized 3rd parties
• Monitor work queues and intervene as needed
• Interact with multiple departments to expedite processing and/or issue resolution
• Conduct preliminary or basic research to accurately resolve and respond to customer inquiries
• 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
• Perform other related duties as required and assigned
• Demonstrate behaviors aligned with the organization’s desired culture and values

• A minimum of 12 months of mortgage experience preferably in a processing role with direct customer contact in a call center environment is required. If no mortgage experience, 2+ years of direct customer contact in a financial industry high-volume call center
• Bilingual Spanish is a plus
• General understanding of applicable Federal, State and Local mortgage regulations a plus
• Must be a team player with strong attention to detail and able to work independently
• 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
• 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.)

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

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.

$39,000 - $55,000

OFFICE

Not Applicable

Full-time

Customer Service