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Customer Experience Specialist

2 months ago

Phoenix, Arizona, United States PennyMac Full time
About the Role

Pennymac is seeking a highly motivated and customer-focused Customer Experience Specialist to join our team. As a key member of our Consumer Direct Lending department, you will play a critical role in guiding consumers through the loan origination process.

Key Responsibilities
  • Operate in a call center environment, providing exceptional customer service and support to consumers.
  • Answer high-volume, inbound calls and texts in a timely manner, addressing consumer inquiries and concerns.
  • Perform routine data entry and validation tasks to ensure accurate and efficient processing.
  • Collaborate with multiple departments to expedite processing and resolve issues.
  • Demonstrate behaviors aligned with Pennymac's desired culture and values.
Requirements
  • Mortgage and/or financial services call center experience is a plus.
  • Bilingual Spanish is a plus.
  • General understanding of applicable Federal, State, and Local mortgage regulations is a plus.
  • Capable communicator, written and oral.
  • Strong negotiation skills with ability to effectively resolve problems.
  • Demonstrated proficiency with computers and mainstream computer applications.
Why Join Pennymac?

Pennymac is a leading mortgage lender, committed to making a positive impact on the lives of our customers and employees. Our core values of accountability, reliability, and ethics guide our business practices and foster a culture of excellence.

Benefits
  • Comprehensive medical, dental, and vision benefits.
  • 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, 401(k) 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, and skills and experience. Salary range: $39,000 - $55,000.