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Vice President of Customer Engagement

2 months ago

St Louis, Missouri, United States PennyMac Full time

Pennymac:

Pennymac (NYSE: PFSI) operates as a specialized financial services entity with a robust mortgage platform and a cohesive business model centered on the origination and servicing of U.S. mortgage loans, alongside the management of investments pertinent to the U.S. mortgage sector.

At Pennymac, our workforce is the cornerstone of our achievements and integral to our vibrant work culture. Collectively, we strive towards a shared objective of assisting millions of Americans in realizing their dreams of homeownership throughout the comprehensive mortgage process.

A Typical Day:
The Vice President of Customer Engagement will oversee various teams and evaluate Customer Service operations, ensuring that personnel deliver prompt, courteous, and effective assistance to clients while optimizing employee productivity and service quality. In the role of Vice President of Customer Engagement, you will assess workflows and queues to guarantee that service standards are upheld.

Key Responsibilities:

  • Directly manage staff in a call center setting, providing support to the mortgage fulfillment division.
  • Facilitate coordination across multiple divisions and all areas within Pennymac to ensure consistent and accurate execution.
  • Utilize resources effectively to monitor queue performance, identify patterns and trends causing challenges, and work towards viable business solutions.
  • Communicate monthly performance results to management regarding departmental objectives.
  • Conduct daily quality assessments of staff and provide constructive feedback.
  • Serve as the primary escalation point for all issues within the operational functions.
  • Perform additional related duties as required and assigned.
  • Exhibit behaviors that align with the organization's desired culture and values.

Qualifications:

  • Bachelor's degree in Business Administration, Finance, or a related field preferred, or equivalent direct industry experience.
  • 7+ years of experience in the mortgage industry is required.
  • Management experience in a call center environment is essential.
  • Proficiency in utilizing call monitoring tools/software.
  • Proven success in pipeline management.

Why Choose Pennymac:
As one of the leading mortgage lenders nationwide, Pennymac has enabled over 4 million homeowners to achieve and maintain their homeownership aspirations. Our vision is to be the most trusted partner in homeownership. Together, 4,000 Pennymac team members across the nation are guided by our core values: to be Accountable, Reliable, and Ethical in all our endeavors.

Pennymac is dedicated to conducting business that fosters positive contributions and promotes sustainable growth while creating an equitable and inclusive environment where all employees and customers feel valued, respected, and supported.

Benefits That Matter: Whether you seek flexible benefits for today, short-term goals for tomorrow, or long-term success and retirement planning, Pennymac's benefits have you covered. Key benefits include:

  • Comprehensive Medical, Dental, and Vision coverage.
  • Paid Time Off Programs including vacation, holidays, illness, and parental leave.
  • Wellness Programs, Employee Recognition Programs, and onsite fitness facilities and dining options (select locations).
  • Retirement benefits, life insurance, 401k matching, and tuition reimbursement.
  • Philanthropy Programs including matching gifts, volunteer grants, charitable contributions, and corporate sponsorships.

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 - Developing skills and experience in the role.
  • Mid-range - Experience and skills align with proficiency in the role.
  • Higher in range - Experience and skills provide added value beyond typical role requirements.

Some positions may be eligible for performance-based compensation and/or stock-based incentives awarded to employees based on company and individual performance.

Salary: $75,000 - $130,000

Work Model: OFFICE