Multilingual Customer Care Associate

2 weeks ago

Fort Worth, Texas, United States PennyMac Full time

PENNYMAC

Pennymac (NYSE: PFSI) is a leading financial services organization with a robust mortgage platform and integrated operations focused on the origination and servicing of mortgage loans and the management of investments related to the mortgage sector.

At Pennymac, our workforce is the cornerstone of our achievements and the essence of our vibrant workplace culture. Together, we strive towards a shared mission 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 courteously and promptly. Furthermore, CSRs have the chance and are encouraged to cross-sell Pennymac offerings to existing qualified clients. All CSRs receive training support through dedicated mentors and a structured internal training program to ensure professional success.

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:

Comprehensive 8-week training is provided in-office, and full attendance is a condition of employment Direct coaching and support are provided 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 & CT

Overtime 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 effortlessly, locate relevant data, and communicate clearly to clients Proficiency in computer applications, including Word and Excel Provide timely and accurate information in a fast-paced environment Demonstrate critical thinking with strong negotiation and problem-solving skills, 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 top 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 makes positive contributions 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. Some 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 contributions, and corporate sponsorships

To learn more about our benefits, please visit our website.

Compensation: Individual salary may vary based on multiple factors including specific role, 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 add value above typical requirements of the role

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 - $45,000

Work Model

OFFICE

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