Collections Supervisor

Pennymac • Moorpark, CA

5h • $55,000 - $85,000 • 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.
The Collections Supervisor is routinely expected to be a combination of supervising and coordinating activities of development, coaching, teaching, training, mentoring, and managing a team of 8-12 collections agents’ day-to-day operations engaging in the collections of payments for current and overdue customers as well as offering loss mitigation alternatives on residential real estate mortgage loans.
The Collections Supervisor will:
Multi-task, manage, and coach agents, handle challenging customers, escalation calls, readily shift priorities, prepare management reports, and lead call center initiatives while ensuring service levels and quality objectives are achieved
Develop and create training based off department needs, then deliver it in training classes
Monitor and evaluate agents daily, weekly, and monthly performance, including developing actions plans, conducting individual and team workshops and coaching sessions, providing timely feedback, facilitating call calibration sessions, side-by-side and silent call quality monitoring to ensure effective servicing, and career development
Build, establish and maintain open lines of communication with agents, peers, trainers, managers, QC, QA, and other areas of the company to facilitate problem solving
Report, analyze and resolve system, customer and operational issues that impact service quality
Perform other related duties as required and assigned
Demonstrate behaviors which are aligned with the organization’s desired culture and values
As one of the top mortgage lenders in the country, Pennymac has helped over 4 million lifetime homeowners achieve and sustain their aspirations of home. Our vision is to be the most trusted partner for home. Together, 4,000 Pennymac team members across the country 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.

Requirements

• Associate’s degree or equivalent work experience
• 5+ years of relevant work experience
• Working knowledge of Microsoft Office products
• Working knowledge of collection practices and laws, loss mitigation, foreclosure, and bankruptcy laws

Responsibilities

• Supervising and coordinating activities of development, coaching, teaching, training, mentoring, and managing a team of 8-12 collections agents’ day-to-day operations engaging in the collections of payments for current and overdue customers as well as offering loss mitigation alternatives on residential real estate mortgage loans.
• Multi-task, manage, and coach agents, handle challenging customers, escalation calls, readily shift priorities, prepare management reports, and lead call center initiatives while ensuring service levels and quality objectives are achieved
• Develop and create training based off department needs, then deliver it in training classes
• Monitor and evaluate agents daily, weekly, and monthly performance, including developing actions plans, conducting individual and team workshops and coaching sessions, providing timely feedback, facilitating call calibration sessions, side-by-side and silent call quality monitoring to ensure effective servicing, and career development
• Build, establish and maintain open lines of communication with agents, peers, trainers, managers, QC, QA, and other areas of the company to facilitate problem solving
• Report, analyze and resolve system, customer and operational issues that impact service quality
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree