Customer Complaint Resolution Specialist
2 weeks ago
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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