Resolution Associate I

Pennymac • Moorpark, CA

1d • Onsite

About The Position

The Resolution Associate researches written inquiries, requests for information, disputes, servicing transfers for acquired and transferred mortgages, and general complaints received from customers. The role may involve identifying process breakdowns and suggesting process improvements. The associate works with internal departments, vendors, and designated counterparts to help resolve customer inquiries, and ensures required acknowledgments, extensions, and resolution letters are mailed within RESPA time frames. The position requires adherence to applicable federal and state requirements, including CFPB and RESPA rules, and the preparation of professional, courteous customer response letters with requested documents. The associate also performs consistency checks to identify supporting documentation needed from customers and third parties, completes other assigned related duties, and demonstrates behaviors aligned with the organization's culture and values.

Requirements

• High school diploma or GED.
• At least 1 year of customer service experience.
• Thorough knowledge of RESPA as it pertains to qualified written requests.
• Proficiency in Microsoft Office.

Responsibilities

• Research written inquiries, requests for information, disputes, mortgage servicing transfers, and general customer complaints.
• Work with internal departments, vendors, and designated counterparts to assist with resolving customer inquiries.
• Confirm system-generated acknowledgment, extension, and resolution letters are mailed in accordance with RESPA time frames.
• Ensure compliance with applicable federal and state requirements, including CFPB and RESPA requirements.
• Write professional and courteous response letters to customers, including providing requested documents.
• Complete consistency checks to identify supporting documentation needed from customers and third parties.
• Identify process breakdowns and provide process improvement suggestions.
• Perform other related duties as required and assigned.
• Demonstrate behaviors aligned with the organization's desired culture and values.

Benefits

• Comprehensive medical, dental, and vision coverage.
• Paid time off programs, including vacation, holidays, illness, and parental leave.
• Wellness programs and employee recognition programs.
• Onsite gyms and cafe-style dining at select locations.
• Retirement benefits and life insurance.
• 401(k) match.
• Tuition reimbursement.
• Philanthropy programs, including matching gifts, volunteer grants, charitable grants, and corporate sponsorships.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED