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Customer Experience Representative

2 months ago

St Louis, Missouri, United States PennyMac Full time
About the Role

Pennymac, a leading specialty financial services firm, is seeking a highly skilled Customer Experience Specialist to join our team. As a key member of our Consumer Direct Lending division, you will play a critical role in guiding consumers through the loan origination process.

Key Responsibilities
  • Operate in a call center environment as a customer success advocate, providing exceptional service to our customers.
  • Answer high-volume, inbound calls or texts from current customers in a timely manner, addressing their inquiries and concerns.
  • Perform routine data entry and validation tasks to ensure accurate and efficient processing.
  • Handle routine calls, emails, and/or chat responses with Pennymac employees, consumers, and/or authorized third parties, resolving issues and providing solutions.
  • Interact with multiple departments to expedite processing and/or issue resolution, ensuring seamless customer experiences.
  • Perform other related duties as required and assigned, demonstrating behaviors aligned with our organization's desired culture and values.
Requirements
  • Mortgage and/or financial services call center experience is a plus.
  • Bilingual Spanish is a plus.
  • General understanding of applicable Federal, State, and Local mortgage regulations is a plus.
  • Capable communicator, written and oral.
  • Strong negotiation skills with the ability to effectively resolve problems.
  • Demonstrated proficiency with computers and mainstream computer applications (Microsoft, Google, etc.).
About 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. Our vision is to be the most trusted partner for homeowners, and we strive to foster an equitable and inclusive environment where all employees and customers feel valued, respected, and supported.

Benefits
  • 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.