Customer Experience Specialist III

3 weeks ago

Pasadena, California, United States PennyMac Full time
About Pennymac

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.

Our company is built on a foundation of accountability, reliability, and ethics, and we strive to be the most trusted partner for homeowners. With a team of over 4,000 employees across the country, we are committed to fostering an equitable and inclusive environment where all employees and customers feel valued, respected, and supported.

About the Role

The Customer Experience Specialist is a skilled customer service role that operates in a call center environment and supports Consumer Direct Lending. As the primary consumer contact, you will guide consumers through the loan origination process after a licensed discussion with a loan officer.

Key Responsibilities
  • Handle complex products, calls, emails, or text/chat sessions
  • 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
  • Handle routine calls, emails, and/or chat responses with Pennymac employees, consumers, and/or authorized third parties
  • Interact with multiple departments to expedite processing and/or issue resolution
  • Conduct preliminary or basic research to accurately resolve and respond to customer inquiries
  • Perform other related duties as required and assigned
Requirements
  • 1+ years of experience in customer contact or call center position or equivalent experience is required
  • Bilingual Spanish is a plus
  • Mortgage and/or financial services call center experience is a plus
  • Financial Services and, if possible, mortgage industry experience preferred
  • Good understanding of applicable Federal, State, and Local mortgage regulations
  • Capable communicator, written and oral
  • Strong negotiation skills with ability to effectively resolve problems
  • Demonstrated proficiency with computers and mainstream computer applications (Microsoft, Google, etc.)
Why Join Pennymac?

As one of the top mortgage lenders in the country, 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 homeowners. We offer a comprehensive benefits package, including medical, dental, and vision coverage, paid time off, wellness programs, employee recognition programs, and more. We are committed to conducting a business that makes positive contributions and promotes long-term sustainable growth.

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