Customer Experience Specialist I- Call Center

Pennymac • Overland, MO

14h • Onsite

About The Position

The Customer Experience Specialist is an entry level customer service role, operating in a call center environment and supporting Consumer Direct Lending. The individual acts as the primary consumer contact to guide a consumer through the loan origination process after the licensed discussion with a loan officer. The individual is a key contributor to facilitating efficient and effective processes that support business and customer service objectives. Responsibilities may be limited within a specific function/channel or across functions/channels within the Mortgage Fulfillment Division (MFD).

Requirements

• A minimum of 12 months of mortgage experience preferably in a processing role with direct customer contact in a call center environment is required.
• If no mortgage experience, 2+ years of direct customer contact in a financial industry high volume call center
• Must be a team player with strong attention to detail and able to work independently
• Proven track record at delivering timely and accurate information in a fast-paced environment
• Excellent critical thinking, problem solving, mathematical skills and sound judgment
• Effective time management skills to deliver work on time
• Capable communicator, written and oral
• Strong negotiation skills with ability to effectively resolve problems
• Demonstrated proficiency with computers and mainstream computer applications (Microsoft, Google, etc.)

Nice To Haves

• Bilingual Spanish is a plus
• General understanding of applicable Federal, State and Local mortgage regulations a plus

Responsibilities

• Operate in a Call Center environment as a customer success advocate
• Receive inbound calls and make outbound calls to consumers
• Receive inbound text messages and facilitate outbound text messages to consumers
• Answer high-volume, inbound calls or texts from current customers in a timely manner. Provide exceptional customer service to all customers’ mortgage loan inquiries/requests
• Effectively manage a pipeline of up to 75 loans
• Performing routine data entry and validation tasks
• Handling routine calls, emails and/or chat responses with Pennymac employees, consumers &/or authorized 3rd parties
• Monitoring work queues and intervening as needed
• Interacting with multiple departments to expedite processing and/or issue resolution
• Conduct preliminary or basic research in order to accurately resolve and respond to customer inquiries
• Must request assistance for escalated and/or more complex issues to department senior associates or supervisors
• Meet outlined production and quality standards
• Follow established Policy and Procedures
• Performing other related duties as required and assigned
• Demonstrating 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: Entry Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees