Customer Complaint Resolution Specialist

2 weeks ago


Moorpark, California, United States PennyMac Full time

Job Summary

As a Customer Complaint Resolution Specialist at Pennymac, you will play a crucial role in resolving disputes and high-profile complaints received from customers, regulatory agencies, and attorneys on behalf of executive and senior-level management. Your primary objective will be to ensure that all inquiries and/or complaints are worked to a resolution in a timely manner and with effective service to customers.

Main 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

Requirements

• Associate's 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

Benefits

At Pennymac, we offer a comprehensive benefits package, including comprehensive medical, dental, and vision, paid time off programs, wellness programs, employee recognition programs, and onsite gyms and cafe-style dining (select locations).

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 - $66,000.

Work Model

OFFICE



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