Priority Complaint Specialist I
About The Position
Pennymac is (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 Priority Complaint Specialist I will conduct thorough investigations into written and verbal complaints and disputes received from customers, attorneys, executives and regulatory agencies. Prepare and deliver accurate and comprehensive reponses to complaints within established timelines, adhering to company policies, complaint procedures and regulatory requirements. The Priority Complaint Specialist I will: Serve as the primary point of contact for complainants, providing regular updates and explanations throughout the resolution process Maintain detailed records of all complaints, investigation findings and resolutions in the appropriate systems; ensure documentation is accurate and consistently up-to-date Collaborate closely with other departments (e.g., legal, compliance, operations) to gather information and facilitate resolution Ensure all inquiries or complaints are resolved promptly and with effective service to customers, escalating to a Supervisor when required Compose professional and accurate written response letters Verify that all information provided in responses directly and completely address all customer concerns Maintain compliance with regulatory timeframes for complaint resolution, including updates to the designated portal Identify and escalate process breakdowns and potential risks that contribute to complaints Perform other related duties as required and assigned Demonstrate behaviors which are aligned with the organization’s desired culture and values
Requirements
- Strong written and verbal communication skills
- Strong internal and external customer service skills, including a professional telephone manner
- Good organizational and time management skills
- Strong problem-solving skills and critical-thinking, with sound judgement
- Working knowledge of collection practices and law, loss mitigation, foreclosure, and bankruptcy laws, including thorough knowledge of RESPA as it pertains to qualified written requests
- Proficient in Microsoft Word and Excel
- Proven track record of delivering timely and accurate information in a fast-paced environment
- Strong attention to detail, ability to work independently and as a team player
- Strong business acumen
- Financial services or mortgage industry experience preferred
Responsibilities
- Serve as the primary point of contact for complainants, providing regular updates and explanations throughout the resolution process
- Maintain detailed records of all complaints, investigation findings and resolutions in the appropriate systems; ensure documentation is accurate and consistently up-to-date
- Collaborate closely with other departments (e.g., legal, compliance, operations) to gather information and facilitate resolution
- Ensure all inquiries or complaints are resolved promptly and with effective service to customers, escalating to a Supervisor when required
- Compose professional and accurate written response letters
- Verify that all information provided in responses directly and completely address all customer concerns
- Maintain compliance with regulatory timeframes for complaint resolution, including updates to the designated portal
- Identify and escalate process breakdowns and potential risks that contribute to complaints
- 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
Entry Level
Education Level
No Education Listed
