Mortgage Customer Experience Manager
2 weeks ago
Pennymac is a leading 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.
Job SummaryThe Assistant Vice President of Customer Experience will lead multiple teams and monitor Customer Service activities, ensuring staff provides timely, friendly and effective service to customers while maximizing employee production and quality.
Key Responsibilities- Directly supervise employees in a call center environment providing support to the mortgage fulfillment division
- Oversee coordination within multiple divisions and across all areas within Pennymac to ensure consistent and proper execution
- Effectively leverage resources to monitor queue performance, identify patterns and trends causing issues and work towards business solutions
- Communicate monthly results to Management on departmental performance objectives
- Conduct quality reviews of staff daily and provide feedback
- Act as the main point of escalation for all issues within the functions
- Perform other related duties as required and assigned
- Bachelors degree in Bus Administration, Finance or related field preferred, or equivalent direct industry experience
- 7+ years of Mortgage experience required
- Management experience in a Call Center Environment
- Ability to work with call monitoring tools/software
- Demonstrated success with pipeline management
Pennymac has helped over 4 million lifetime homeowners achieve and sustain their aspirations of homeownership. Our vision is to be the most trusted partner for home. We are guided by our core values: to be Accountable, Reliable and Ethical in all that we do.
BenefitsPennymac offers a comprehensive benefits package, including medical, dental, and vision coverage, paid time off, wellness programs, employee recognition programs, and onsite gyms and cafe style dining (select locations). We also offer retirement benefits, life insurance, 401k match, and tuition reimbursement.
CompensationIndividual salary may vary based on multiple factors, including specific role, geographic location, and skills and experience. Some roles 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
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