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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 homeownership through the complete mortgage journey.

A Typical Day

The Specialist I, Business Controls is a critical member of the team, responsible for the end-to-end management and resolution of originations-related verbal complaints. The specialist acts as the internal liaison between the initial reporting employee and the investigating partners to effectively triage, investigate, and resolve issues while ensuring strict adherence to compliance standards.

The Business Controls Specialist will:

+ Complaint Intake and Triage: Serve as the primary point of contact for receiving and meticulously documenting internal reports of verbal customer complaints related to the loan originations process (e.g., application, disclosure, processing).

+ Routing and Assignment: Accurately and timely route documented complaints to the appropriate internal fulfillment or corporate functions (e.g., Underwriting, Processing, Compliance, Legal) for detailed investigation, ensuring clear lines of ownership.

+ Case Management & Follow-Up: Diligently monitor the status of all active complaints, proactively follow up with investigating internal parties to ensure internal service level agreements (SLAs) are met, and drive cases toward documented resolution.

+ Risk Mitigation: Partner with originations functions to identify and address material risks identified through complaint patterns that could result in compliance violations or operational loss.

+ Resolution Coordination: Coordinate with investigating internal teams to ensure all necessary steps for final resolution are complete and documented correctly, verifying that internal and external communications meet compliance requirements.

+ Reporting and Analysis: Develop and monitor high-level finding reports based on complaint volume and root cause analysis, recommending remediation actions to management to improve processes and controls.

+ Adherence & Controls: Ensure that all changes in process implemented to resolve complaints are contemplated holistically and documented appropriately within the internal controls framework.

+ 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

+ Associate’s degree or equivalent work experience

+ 5+ years experience in management reporting, developing policies & procedures, dealing with complexity, problem solving, legal compliance, knowledge of Reg Z, Reg X & Dodd Frank.

+ Must be highly proficient in Excel and Word

+ Financial Services and, if possible, mortgage industry experience preferred

Why You Should Join

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 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 sponsorships

To learn more about our benefits visit: https://pennymacnews.page.link/benefits

For residents with state required benefit information, additional information can be found at: https://www.pennymac.com/additional-benefits-information

Compensation: 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.

Salary

$45,000-$60,000

Work Model

OFFICE