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Bilingual Customer Support Specialist
2 months ago
PENNYMAC
Pennymac (NYSE: PFSI) is a specialized financial services organization with a robust mortgage platform and integrated operations focused on the production and servicing of mortgage loans, as well as the management of investments related to the mortgage sector.
At Pennymac, our workforce is the cornerstone of our achievements and at the core of our vibrant work culture. Together, we strive towards a common objective of assisting millions of Americans in realizing their dreams of homeownership throughout the entire mortgage process.
A Typical Day
Pennymac is seeking solution-oriented, patient, and attentive individuals to join our Customer Service team. Providing exceptional care to our clients is central to every decision we make. Customer Service Representatives (CSRs) address customer inquiries and resolve requests with courtesy and efficiency. Furthermore, CSRs have the opportunity and are encouraged to cross-sell Pennymac products to existing qualified clients. All CSRs receive training support through dedicated coaches and a structured internal training program to ensure professional growth.
The CSR position is a full-time hourly role starting at $20/hour with a performance incentive plan that allows for potential earnings of an additional $400-$500+ per month. Compensation ranges provided on job boards may not accurately reflect Pennymac's remuneration for this position. Bilingual Spanish is required; additional per-call compensation may apply (certification required).
As a Customer Service Representative, you will:
Deliver outstanding support to our clients through courteous and informative phone interactions in a high-volume inbound call center environment. Provide account details to clients, including inquiries regarding loan payments, escrow, taxes, payoffs, and loan documentation. Conduct research to accurately resolve and respond to customer inquiries. Collaborate across departments to address customer requests, including escalations. Perform other related tasks as assigned. Exhibit behaviors that align with the organization's desired culture and values.Training:
A structured 8-week training program is provided in-office, and full attendance is a condition of employment. Direct coaching and support are available throughout training to enhance skills and build confidence and independence in the CSR role. Training is typically conducted Monday through Friday from 7:00 am - 4:00 pm PST.Post-Training Schedule:
CSRs will be assigned one of the following standard shifts:
6:00 am - 3:00 pm PST Only 7:00 am - 4:00 pm PST & CT 8:00 am - 5:00 pm PST & CT 9:00 am - 6:00 pm PST & CTOvertime Requirements:
Typically, 2 half-day shifts on Saturdays each month. An additional hour during peak call volume days.What You'll Bring
Exhibit patience, kindness, and understanding for clients during all interactions. Navigate multiple screens with ease, find relevant data, and communicate clearly to clients. Proficiency in computer applications, including Word and Excel. Deliver timely and accurate information in a fast-paced environment. Strong critical thinking, negotiation, and problem-solving skills, along with mathematical aptitude and sound judgment. Make independent decisions within established policies and procedures. Experience in the mortgage and/or financial services industry is advantageous. Bilingual Spanish is a plus; additional per-call compensation may apply.Why You Should Join
As one of the leading mortgage lenders in the nation, Pennymac has assisted over 4 million homeowners in achieving and maintaining their homeownership aspirations. Our vision is to be the most trusted partner for home. Together, 4,000 Pennymac team members nationwide are guided by our core values: to be Accountable, Reliable, and Ethical in all our endeavors.
Pennymac is dedicated to conducting business that contributes positively and promotes sustainable growth while fostering an equitable and inclusive environment where all employees and clients feel valued, respected, and supported.
Benefits That Bring It Home: Whether you're seeking flexible benefits for today, setting short-term goals for tomorrow, or planning for long-term success and retirement, Pennymac's benefits have you covered. Key benefits include:
Comprehensive Medical, Dental, and Vision coverage. Paid Time Off Programs, including vacation, holidays, illness, and parental leave. Wellness Programs, Employee Recognition Programs, and onsite fitness facilities and dining options (select locations). Retirement benefits, life insurance, 401k matching, and tuition reimbursement. Philanthropy Programs, including matching gifts, volunteer grants, charitable grants, and corporate sponsorships.To learn more about our benefits, please visit our website.
Compensation: Individual salaries may vary based on multiple factors, including specific roles, geographic location/market data, and skills and experience as defined below:
Lower in range - Developing skills and experience in the role. Mid-range - Experience and skills align with proficiency in the role. Higher in range - Experience and skills provide added value beyond typical role requirements.Some roles may be eligible for performance-based compensation and/or stock-based incentives awarded to employees based on company and individual performance.
Salary
$36,000 - $45,000Work Model
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