Customer Service Representative Mortgage Specialist
5 days ago
The Customer Experience Specialist I role is an entry-level customer service position within the Mortgage Fulfillment Division, operating in a call center environment.
Responsibilities- Operate in a Call Center environment as a customer success advocate
- Receive inbound calls and make outbound calls to consumers
- Answer high-volume, inbound calls or texts from current customers in a timely manner. Provide exceptional customer service to all customers' mortgage loan inquiries/requests.
- Effectively manage a pipeline of up to 75 loans
- Perform routine data entry and validation tasks
- Handle routine calls, emails, and/or chat responses with Pennymac employees, consumers &/or authorized 3rd parties
- Monitor work queues and intervene as needed
- Interact with multiple departments to expedite processing and/or issue resolution
- 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 a plus
- Must be a team player with strong attention to detail and able to work independently
- Proven track record at delivering timely and accurate information in a fast-paced environment
- Excellent critical thinking, problem-solving, mathematical skills, and sound judgment
- Effective time management skills to deliver work on time
- Capable communicator, written and oral
- Strong negotiation skills with ability to effectively resolve problems
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
The estimated salary for this position is $22.00 - $23.00 per hour.
This is a fully onsite position in Tampa, FL.
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