Customer Service Rep I
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. As a Customer Service Representative, you are the vital link between our company and our customers. Your primary responsibility is to answer incoming calls and provide timely, effective solutions to customer inquiries. You'll be a key player in customer satisfaction, ensuring it remains at the heart of every decision. This role also involves retaining customers by cross-selling Pennymac products and following all loan servicing requirements and company policies.
Requirements
- Personal computer knowledge, including proficiency in Word and Excel
- Detail oriented with good organizational and follow-through skills
- Strong negotiation skills with ability to effectively resolve problems
- Must be a team player and able to work independently
- Ability to deliver timely and accurate information in a fast-paced environment
- Critical thinker with problem solving skills, mathematical skills and sound judgment
- Ability to make decisions independently within set policy and procedures
Nice To Haves
- Bilingual Spanish is a plus
- Mortgage and/or financial services industry experience is a plus
Responsibilities
- Provide exceptional support to our customers through polite and informative phone interactions in an inbound high volume call center environment
- Handle a wide range of inquiries, from general support to complex issue resolution. Provide customers with essential account information, including details on loan payments, escrow, taxes, payoffs, and loan documents
- Conduct preliminary or basic research in order to accurately resolve and respond to customer inquiries. Process customer payments via phone
- Must cross-sell new loan and insurance products to existing customers and provide rebuttal options as applicable in order to meet required sales goals
- Must meet outlined production and quality standards
- Interact with other Pennymac servicing departments to resolve customer requests/issues
- Must request assistance for escalated and/or more complex issues to department senior associates or supervisors
- Perform other related duties as 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
Entry Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
