Business Analyst III

Pennymac • Carrollton, TX

3d • Onsite

About The Position

Pennymac (NYSE: PFSI) 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. At Pennymac, our people are the foundation of our success and at the heart of our dynamic work culture. Together, we work towards a unified goal of helping millions of Americans achieve aspirations of homeownership through the complete mortgage journey.

Requirements

• Master’s degree or foreign equivalent in Business Analytics or related field
• two (2) years of post-baccalaureate experience in a position conducting data analysis, SQL, forecasting and optimization.
• advanced VBA, including macros, Power Pivot, Power Query and ODBC integrations
• Power BI
• SQL/MySQL

Responsibilities

• Conduct analysis of customer interaction data (call center logs, virtual agent transcripts, web/mobile usage) to identify trends and root causes of inquiries.
• Evaluate escalation patterns to understand why customers contact the call center after using the virtual agent and recommend improvements to enhance bot effectiveness.
• Analyze the Customer Email/Text Notification (CEP) application to measure its impact on customer behavior and inbound call reduction.
• Translate findings into actionable insights and strategic recommendations to improve self-service capabilities.
• Design and maintain reporting pipelines using Snowflake and SQL to ensure accurate, performant data.
• Create interactive dashboards in Tableau for managers to visualize KPIs on engagement and efficiency.
• Write complex SQL queries to extract and aggregate data for ad-hoc leadership requests.
• Consolidate and clean large datasets from multiple channels for unified analysis.
• Prepare training sets for machine learning models to improve automated bots and develop validation rules to ensure data integrity.
• Partner with stakeholders to define analytical needs and translate business requirements into technical specifications.
• Present findings clearly to both technical and non-technical audiences to drive informed decisions.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level