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Description

Overview:

The Customer Experience Specialist I, is an entry level customer service role 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).

Responsibilities:

• Receive inbound calls and make outbound calls to consumers

• Receive inbound text messages (where the consumer has provided express consent) 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

• Performing routine data entry and validation tasks

• Handling routine calls, emails and/or chat responses with Pennymac employees, consumers &/or authorized 3rd parties

• Monitoring work queues and intervening as needed

• Interacting 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.

• Must request assistance for escalated and/or more complex issues to department 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

Skills

Customer service, Data entry, loan processing, encompass, loan origination, Call center, Customer support, Inbound call, Financial services, Customer service call center, mortgage, mortgage loan, mortgage processing, outbound calls, mortgage lending

Additional Skills & Qualifications

Qualifications:

• Mortgage and/or financial services call center experience is a plus

• Bilingual Spanish is a plus (not required)

• 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.)

Experience Level

Entry Level

Pay and Benefits

The pay range for this position is $24.00 - $24.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision• Critical Illness, Accident, and Hospital• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available• Life Insurance (Voluntary Life & AD&D for the employee and dependents)• Short and long-term disability• Health Spending Account (HSA)• Transportation benefits• Employee Assistance Program• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully onsite position in Pasadena,CA.

Application Deadline

This position is anticipated to close on May 9, 2025.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.