AVP, Mortgage Customer Experience Specialist

4 days ago


St Louis, Missouri, United States PennyMac Full time
About the Role

Pennymac, a leading specialty financial services firm, is seeking an experienced professional to fill the role of Assistant Vice President, Customer Experience and Operations. As a key member of our team, you will be responsible for leading multiple teams and monitoring customer service activities to ensure timely, friendly, and effective service to customers while maximizing employee production and quality.

Key Responsibilities
  • Team Leadership: Directly supervise employees in a call center environment, providing support to the mortgage fulfillment division.
  • Operational Oversight: Oversee coordination within multiple divisions and across all areas within Pennymac to ensure consistent and proper execution.
  • Performance Monitoring: Effectively leverage resources to monitor queue performance, identify patterns and trends causing issues, and work towards business solutions.
  • Reporting and Communication: Communicate monthly results to Management on departmental performance objectives.
  • Quality Assurance: Conduct quality reviews of staff daily and provide feedback.
  • Escalation Point: Act as the main point of escalation for all issues within the function.
  • Additional Responsibilities: Perform other related duties as required and assigned.
Requirements
  • Education: Bachelor's degree in Business Administration, Finance, or a related field preferred, or equivalent direct industry experience.
  • Experience: 7+ years of mortgage experience required, with management experience in a call center environment.
  • Skills: Ability to work with call monitoring tools/software, demonstrated success with pipeline management.
About Pennymac

Pennymac is a specialty financial services firm with a comprehensive mortgage platform and integrated business focused on the production and servicing of U.S. mortgage loans and the management of investments related to the U.S. mortgage market. Our vision is to be the most trusted partner for homeowners, and we are committed to conducting a business that makes positive contributions and promotes long-term sustainable growth and to fostering an equitable and inclusive environment, where all employees and customers feel valued, respected, and supported.

Benefits
  • Comprehensive Benefits: Medical, dental, and vision coverage.
  • Paid Time Off: Vacation, holidays, illness, and parental leave.
  • Wellness Programs: Employee recognition programs, onsite gyms, and cafe-style dining (select locations).
  • Retirement Benefits: 401(k) match, tuition reimbursement, and life insurance.
  • Philanthropy Programs: Matching gifts, volunteer grants, charitable grants, and corporate sponsorships.


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