Priority Complaint Specialist

20 hours ago

Moorpark, California, United States PennyMac Full time
Job Title: Priority Complaint Specialist

Job Summary:

The Priority Complaint Specialist is responsible for resolving disputes and high-profile complaints received from customers, regulatory agencies, and attorneys on behalf of executive and senior-level management. This role requires a high level of expertise in complaint resolution, regulatory guidelines, and customer service.

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.
  • Perform other related duties as required and assigned.
  • Demonstrate behaviors which are aligned with the organization's desired culture and values.

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.

Why Work with Us:

Pennymac is a leading mortgage lender with a commitment to conducting business in a way that makes positive contributions and promotes long-term sustainable growth. We 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.

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.

Work Model:

OFFICE

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