Product Analyst III - Call Analytics
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. We are seeking a Product Analyst III specializing in Call Analytics to transform our voice data into competitive intelligence. This role supports multiple Lines of Business (LOBs) by leveraging our speech analytics platform, CallMiner, to analyze and score interactions across our Consumer Direct and Loan Officer teams. You will be responsible for building the "listening" infrastructure that identifies agent performance trends, compliance risks, and business insights that drive revenue and improve the borrower experience. The Product Analyst III will: Design, build, and refine "categories" and "scores" within CallMiner to automate the monitoring of agent-borrower interactions. Conduct deep-dive sessions with LOB stakeholders to translate complex business KPIs into technical automated call-scoring models. Proactively analyze call data to identify trends—such as common borrower objections or script adherence—and present findings to senior management. Act as the internal Subject Matter Expert (SME) for the CallMiner platform, ensuring data integrity between telephony systems and the analytics engine. Work within an Agile framework to manage a backlog of analytics requests, documenting technical requirements and user stories for new scoring logic. Develop automated alerts for compliance "red flags" (e.g., Fair Lending or TCPA) to mitigate risk in real-time. Maintain detailed documentation of search queries, database mapping, scoring logic, and technical workflow diagrams. As one of the top mortgage lenders in the country, Pennymac has helped over 4 million lifetime homeowners achieve and sustain their aspirations of home. Our vision is to be the most trusted partner for home. Together, 4,000 Pennymac team members across the country are guided by our core values: to be Accountable, Reliable and Ethical in all that we do. Pennymac is committed to conducting a business that makes positive contributions and promotes long-term sustainable growth and to fostering an equitable and inclusive environment, where all employees and customers feel valued, respected and supported.
Requirements
- 3+ years of professional experience in product analysis, data analysis, or call center operations.
- Hands-on experience with CallMiner (or similar platforms like Verint, Nice Nexidia, or Tethr) is required.
- Experience in Financial Services is required; mortgage industry experience (specifically in Sales/Originations) is highly preferred.
- Experience in Financial Services is required; mortgage industry experience (Sales/Originations) is highly preferred.
- Proficiency in Boolean logic and complex search-query languages used to categorize unstructured voice data.
- Good understanding of database structures and the ability to navigate data schemas to ensure call metadata aligns with backend systems.
- Highly proficient in Docs, Sheets, and Slides.
- Familiarity with JIRA and Confluence for task management and documentation.
- Bachelor’s degree or equivalent work experience.
Responsibilities
- Design, build, and refine "categories" and "scores" within CallMiner to automate the monitoring of agent-borrower interactions.
- Conduct deep-dive sessions with LOB stakeholders to translate complex business KPIs into technical automated call-scoring models.
- Proactively analyze call data to identify trends—such as common borrower objections or script adherence—and present findings to senior management.
- Act as the internal Subject Matter Expert (SME) for the CallMiner platform, ensuring data integrity between telephony systems and the analytics engine.
- Work within an Agile framework to manage a backlog of analytics requests, documenting technical requirements and user stories for new scoring logic.
- Develop automated alerts for compliance "red flags" (e.g., Fair Lending or TCPA) to mitigate risk in real-time.
- Maintain detailed documentation of search queries, database mapping, scoring logic, and technical workflow diagrams.
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
Mid Level
