Resolution Associate 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. The Resolution Associate will be responsible for researching written inquiries, requests for information, disputes, servicing transfer for acquired and transferred mortgages, and general complaints received from customers. As the Resolution Associate, you may identify process breakdowns and provide process improvement suggestions.
Requirements
- High School Diploma / GED
- 1+ year of customer service experience
- Thorough knowledge of RESPA as it pertains to qualified written requests
- Proficiency in Microsoft Office
Responsibilities
- Work with internal departments, vendors, and designated counterparts as needed to assist with resolving customer inquiries
- Confirm system-generated acknowledgment/extension and resolution letters are mailed in accordance with RESPA time frames
- Ensure all Federal and State requirements are adhered to: including CFPB/RESPA
- Write response letters to customers in a professional and courteous manner, including providing copies of requested documents
- Complete consistency checks to identify data supporting documentation needed from customers and third parties
- 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
High school or GED
Number of Employees
5,001-10,000 employees
