Mortgage Customer Experience Manager

3 weeks ago


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

We are seeking a highly skilled and experienced professional to lead our customer experience team as an Assistant Vice President. As a key member of our leadership team, you will be responsible for ensuring that our customers receive timely, friendly, and effective service 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.
Requirements
  • Bachelor's degree in Business Administration, Finance, or a 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.
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.

Benefits

We offer a comprehensive benefits package, including medical, dental, and vision coverage, paid time off programs, 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.

Compensation

Individual salary may vary based on multiple factors, including specific role, geographic location/market data, 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

Work Model

OFFICE



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