Customer Experience Specialist II

Pennymac • Overland, MO

3h • Onsite

About The Position

Pennymac 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. The company's people are the foundation of its success, working towards helping millions of Americans achieve homeownership. The Customer Experience Specialist is a skilled customer service role, operating in a call center environment and supporting Consumer Direct Lending. This 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 role is a key contributor facilitating efficient and effective processes that support business and customer service objectives, with responsibilities potentially limited within a specific function/channel or across functions/channels within the Mortgage Fulfillment Division (MFD).

Requirements

• A minimum of 24 months of mortgage processing experience preferably with direct customer contact in a call center environment is required
• Must be a team player with strong attention to detail and able to work independently
• Capable communicator, written and oral
• Strong negotiation skills with ability to effectively resolve problems
• 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
• Demonstrated proficiency with computers and mainstream computer applications (Microsoft, Google, etc.)

Nice To Haves

• Bilingual Spanish

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
• Handle more complex products, calls, emails or text / chat sessions
• 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 100 loans
• Performing routine data entry and validation tasks
• Reviewing and validating loan documents
• Handling routine calls, emails and/or chat responses with Pennymac employees, consumers &/or authorized 3rd parties
• Monitoring work queues and intervening as needed
• Interact 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
• Interact with direct supervisor and other Pennymac departments to resolve customer requests/issues
• 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: Mid Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees