Customer Experience Representative
2 weeks ago
Pennymac, a leading specialty financial services firm, is seeking a highly motivated and customer-focused individual to join our team as a Customer Experience Specialist. As a key member of our Consumer Direct Lending team, you will play a critical role in delivering exceptional customer service and ensuring a seamless loan origination experience for our clients.
Key Responsibilities- Customer Service Advocate: Provide timely and effective support to customers through high-volume inbound calls, texts, and emails, ensuring their needs are met and concerns are addressed.
- Data Entry and Validation: Accurately and efficiently perform routine data entry and validation tasks to support the loan origination process.
- Interdepartmental Collaboration: Work closely with multiple departments to expedite processing and resolve issues, ensuring seamless communication and coordination.
- Problem-Solving and Negotiation: Utilize strong negotiation skills to effectively resolve problems and provide solutions that meet customer needs.
- Continuous Improvement: Demonstrate a commitment to continuous learning and improvement, staying up-to-date on industry developments and best practices.
- Mortgage and Financial Services Experience: Previous experience in a mortgage or financial services call center environment is highly desirable.
- Communication and Interpersonal Skills: Possess excellent written and verbal communication skills, with the ability to effectively interact with customers, colleagues, and external partners.
- Technical Skills: Proficient in using mainstream computer applications, including Microsoft and Google products.
- Language Skills: Bilingual Spanish is a plus, but not required.
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. Our vision is to be the most trusted partner for homeowners, and we are committed to fostering an equitable and inclusive environment where all employees and customers feel valued, respected, and supported.
Benefits- Comprehensive Benefits Package: Enjoy a range of benefits, including medical, dental, and vision coverage, paid time off, wellness programs, and retirement benefits.
- Professional Development Opportunities: Take advantage of training and development programs to enhance your skills and advance your career.
- Recognition and Rewards: Receive recognition and rewards for outstanding performance and contributions to the team.
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