Call Monitor Analyst

Pennymac • Pasadena, CA

253d • $45,000 - $66,000

About The Position

PENNYMAC 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. Job Overview The call monitoring analyst will review a defined percentage of calls each month for the specified Line of Business to ensure that a high quality, knowledgeable, compliant experience is being offered. The analyst will score calls, maintain the call monitoring database, generate reporting, identify and perform training as a result of the analysis. A Typical Day The Call Monitoring Analyst will review a defined percentage of calls each month for the specified Line of Business to ensure that a high quality, knowledgeable, compliant experience is being offered. As the Analyst, you will score calls, maintain the call monitoring database, generate reporting, identify and perform training as a result of the analysis. The Call Monitoring Analyst will: - Refine scoring system over time as process and discipline evolve - Maintain call monitoring scoring database and improve over time - Identify gaps to performance standards as described by the Line of Business and perform / coordinate training as necessary - Enforce call monitoring policy at manager level to ensure management is participation - Communicate findings in an effective and disciplined manner - 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 or equivalent work experience
• 1+ years of relevant work experience
• Ability to communicate effectively and work with data
• Proficiency in Excel and Word
• Financial Services experience preferred, mortgage industry experience is a plus

Nice To Haves

• Experience in the financial services or mortgage industry

Responsibilities

• Review a defined percentage of calls each month for the specified Line of Business
• Score calls and maintain the call monitoring database
• Generate reporting based on call analysis
• Identify gaps to performance standards and coordinate training as necessary
• Enforce call monitoring policy at the manager level
• Communicate findings effectively
• Perform other related duties as required and assigned
• Demonstrate behaviors aligned with the organization's 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Real Estate
• Education Level: Bachelor's degree