AVP, Customer Experience - Mortgage Processing
About The Position
The Assistant Vice President Customer Experience will lead multiple teams and monitor Customer Service activities, ensuring staff provides timely, friendly and effective service to customers while maximizing employee production and quality. As the AVP Customer Experience you will monitor workflows and queues to ensure service levels are met. The Assistant Vice President Customer Experience will: 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 Perform other related duties as required and assigned Demonstrate behaviors which are aligned with the organization’s desired culture and values
Requirements
- Bachelor’s degree in Bus Administration, Finance or 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
Responsibilities
- Lead multiple teams and monitor Customer Service activities
- Ensure staff provides timely, friendly and effective service to customers
- Maximize employee production and quality
- Monitor workflows and queues to ensure service levels are met
- 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
- Perform other related duties as required and assigned
- Demonstrate behaviors which are aligned with the organization’s desired culture and values
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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
5,001-10,000 employees
