• Customer Experience Specialist I

    PennyMac (Phoenix, AZ)


    PENNYMAC

    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 homeownership through the complete mortgage journey.

     

    A Typical Day

     

    The Customer Experience Specialist I , 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 Customer Experience Specialist I 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).

    The Customer Experience Specialist I 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 (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

    + Perform routine data entry and validation tasks

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

    + Monitor 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.

    + 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 which are aligned with the organization’s desired culture and values

     

    What You’ll Bring

     

    + 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.)

     

    Salary

     

    $39,000-$55,000

     

    Work Model

    OFFICE