Mortgage Complaint Resolution Specialist

2 days ago

Moorpark, California, United States PennyMac Full time
About the Role

Pennymac is seeking a skilled Mortgage Complaint Resolution Specialist to join our team. As a key member of our customer service team, you will be responsible for resolving disputes and high-profile complaints received from customers, regulatory agencies, and attorneys on behalf of executive and senior-level management.

Key Responsibilities
  • Ensure all inquiries and/or complaints are worked to a resolution in a timely manner and with effective service to customers
  • Oversee the foreclosure alternative process is completed based on regulatory guidelines for related complaints
  • Investigate and resolve a variety of issues, including problems related to escrow, taxes, insurance, contested late charges, and late payments, credit disputes, etc
  • Write response letters in a professional manner containing accurate information, including copies of requested documents
  • Maintain electronic log and records pertinent information and action taken in response to borrower's dispute or inquiry in the loan record maintained in loan servicing system
Requirements
  • Associates degree or equivalent work experience
  • 3+ years of relevant work experience
  • Working knowledge of collection practices and law, loss mitigation, foreclosure, and bankruptcy laws, thorough knowledge of the RESPA as it pertains to qualified written requests
  • Must be highly proficient in Microsoft Office (Word, Excel, Access, and Outlook)
  • Financial services and, if possible, mortgage industry experience preferred
Why Join Pennymac?

Pennymac is a top mortgage lender in the country, helping over 4 million lifetime homeowners achieve and sustain their aspirations of homeownership. Our vision is to be the most trusted partner for home. We are 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

Pennymac offers a comprehensive benefits package, including medical, dental, and vision coverage, paid time off programs, wellness programs, employee recognition programs, and onsite gyms and cafe-style dining (select locations). We also offer retirement benefits, life insurance, 401(k) match, and tuition reimbursement. Philanthropy programs include matching gifts, volunteer grants, charitable grants, and corporate sponsorships.

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