Customer Experience Processing Manager
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. A Typical Day The Customer Experience Manager will supervise and monitor Customer Service activities, ensuring staff provides timely, friendly and effective service to customers while maximizing employee production and quality. As the Manager, you will provide oversight and coaching of staff to achieve department goals.
Requirements
- Management experience in a Call Center Environment with proven strong customer service skills
- Ability to work with call monitoring tools/software
- Demonstrated success with pipeline management
- Financial Services and mortgage industry experience required
- Strong understanding of applicable Federal, State and Local mortgage regulations
- Advance knowledge of Microsoft Office (Excel, Access, Word and PowerPoint)
Responsibilities
- Lead a team of Customer Experience Specialists focused on providing best in class consumer experience in the Mortgage Fulfillment Division
- Manage, monitor and measure the performance of queues and processes
- Manage daily queue and ensure all staff are adhering to schedules including shifts, specialty skills, vacations, meetings and training
- Oversee coordination within the division 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
- Develop new and more innovative, efficient processes to improve overall end to end cycle times or improve quality
- Support, recommend and implement technology initiatives
- Routinely review staff performance of key metrics and work with staff daily to improve performance
- 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
Manager
Industry
Credit Intermediation and Related Activities
Education Level
No Education Listed
Number of Employees
1,001-5,000 employees
