Priority Complaint Specialist

Pennymac • Moorpark, CA

1d • Onsite

About The Position

The Priority Complaint Specialist I is responsible for managing operational risk tracking, interfacing across customers, attorneys, executives, and regulatory agencies to conduct thorough investigations into written and verbal disputes. As the Priority Complaint Specialist I, you will create operational efficiencies by researching root causes, tracking findings in central systems, and drafting precise, professional responses that align with standard procedures. Ultimately, this role acts as a critical driving force for compliance and customer retention, collaborating across operational teams to ensure all inquiries are resolved accurately and well within strict regulatory timeframes.

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

Nice To Haves

• 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
• bonus opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed