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Customer Experience Representative
2 months ago
Pennymac, a leading specialty financial services firm, is seeking a skilled Customer Experience Specialist to join our team. As a key member of our Consumer Direct Lending department, you will play a critical role in guiding consumers through the loan origination process.
Key Responsibilities- Handle complex customer inquiries and provide exceptional service to resolve issues in a timely manner.
- Manage a high-volume pipeline of up to 75 loans, ensuring seamless processing and issue resolution.
- Interact with multiple departments to expedite processing and resolve customer concerns.
- Conduct research to accurately respond to customer inquiries and resolve issues.
- Perform other related duties as required and assigned.
- 1+ years of experience in customer contact or call center position or equivalent experience.
- 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.).
Pennymac is a top mortgage lender in the country, having helped over 4 million lifetime homeowners achieve and sustain their aspirations of homeownership. Our vision is to be the most trusted partner for home. We are guided by our core values: to be Accountable, Reliable and Ethical in all that we do.
Pennymac is committed to conducting a business that makes positive contributions and promotes long-term sustainable growth and to fostering an equitable and inclusive environment, where all employees and customers feel valued, respected and supported.
Benefits- Comprehensive Medical, Dental, and Vision.
- Paid Time Off Programs including vacation, holidays, illness, and parental leave.
- Wellness Programs, Employee Recognition Programs, and onsite gyms and cafe style dining (select locations).
- Retirement benefits, life insurance, 401k match, and tuition reimbursement.
- Philanthropy Programs including matching gifts, volunteer grants, charitable grants and corporate sponsorships.
