Sr Specialist, Research, Escalation and Compliant Handing

Pennymac•Moorpark, CA

49d•Onsite

About The Position

The Senior REACH Specialist (Research, Escalation, and Complaint Handling) serves as the primary point of contact for customers, responsible for investigating and resolving verbal disputes and complaints—either received directly or through third parties, such as attorneys. This role manages high-risk and complex loan situations, including disaster-related issues, short-sale backup queues, first payment defaults, ACH failures, second lien inquiries, EBOs, and FNMA CRT cases. Key responsibilities include conducting preliminary investigations, supporting supervisors with escalations, resolving advanced loan issues, and addressing regulatory, legal, and portfolio exceptions. The role requires strong knowledge of compliance and risk management. A major focus is on payment-related problem solving, offering solutions for escalated issues while also providing peer support and training. The Senior REACH Specialist is expected to promote a culture of knowledge sharing and continuous development, demonstrating exceptional communication, critical thinking, and customer service skills. This position demands a high level of integrity, efficiency, and a strong commitment to delivering an excellent customer experience.

Requirements

Senior Level Specialist 5+ years in a highly specialized area.
Advanced Default Loan Servicing: o Deep understanding of all facets of default loan servicing principles and practices
Expertise in managing complex default scenarios
Proven ability to navigate intricate loan servicing processes
Extensive knowledge of relevant regulations and legal requirements: Consumer Financial Protection Bureau (CFPB) guidelines. Fair Debt Collection Practices Act (FDCPA). Equal Credit Opportunity Act (ECOA). Real Estate Settlement Procedures Act (RESPA).
Bankruptcy, Foreclosure, and Short Sale Proficiency: Thorough knowledge of bankruptcy, foreclosure, and short sale procedures.
Experience in managing these processes from initiation to completion.
Ability to mitigate risk associated with these processes.
Investor Program Expertise: o Comprehensive understanding of investor-specific programs: Repayment, Forbearance plans, HHF (Hardest Hit Funds)/EHLP (Emergency Home Loans Program, SCRA (Servicemembers Civil Relief Act and Foreclosure alternative programs).
Advanced Problem-Solving & Analytical Abilities: Ability to identify root causes of complex issues.
Skill in defining problems and developing effective solutions.
Capacity to analyze data and trends to inform decision-making.
Timely resolution of issues across all communication channels.
Strategic Thinking: Ability to see the big picture, and to anticipate future problems.
Ability to create and implement long term solutions.
Excellent Communication & Interpersonal Skills: Ability to communicate complex information clearly and concisely.
Skill in building and maintaining strong relationships with stakeholders.
Ability to collaborate effectively with team members.
Strong Customer Service Focus: Ability to answer inquiries and provide accurate information
Skill in consulting with customers and managing difficult interactions
Ability to maintain a professional demeanor under pressure
Independent Work & Team Collaboration: Ability to work independently and as part of a team
Skill in managing multiple priorities and deadlines
Excellent Organizational Skills: Ability to maintain accurate and organized records
Skill in managing complex workflows
High Level of Integrity & Confidentiality: Commitment to maintaining confidentiality and ethical standards
Ability to handle sensitive information with discretion

Responsibilities

Receive inbound calls through an inbound queue and/or a specialized outbound call campaign to assist customers with all inquiries and complaints and resolve in a timely manner.
Repayment and Forbearance Plans
Disaster Programs
Specialized campaigns to support Loss Mitigation initiatives and investor, state or company specific focuses
Perform routine financial updates to loan records and administer alternative programs related to foreclosure (FCL) prevention
Proactively manage and address first payment defaults, implementing appropriate collection and loss mitigation strategies
Ensure proficiency in all Collections queues to provide flexible support based on fluctuating needs and call volumes
Evaluate and process credit correction requests, making informed decisions and submitting necessary documentation
Investigate and resolve Automated Clearing House (ACH) payment failures, ensuring accurate and timely account updates
Manage and process all aspects of Home Equity Line of Credit (HELOC) servicing, including payments, and account maintenance
Follow set investor/state guidelines to assist in setting up approved repayment, forbearance plan or any foreclosure alternative programs for FEMA and/or natural disaster loans, EBO (Early Buyout) an FNMA CRT (Federal National Mortgage Association Credit Risk Transfer) loans
Manage and resolve intricate loan servicing issues and handle advanced escalations requiring in-depth knowledge and problem-solving skills while demonstrating a strong understanding of risk management
Provide process improvement opportunities discovered through the complaint resolution to mitigate risks
Ensure compliance with regulatory requirements and legal guidelines, and manage portfolio exceptions
Provide process improvement recommendations and root cause analysis
Conduct audit listening sessions
Execute and manage mass outbound campaigns to customers regarding loan-related matters such as securing monthly installments and advise of retention options including HUD (Housing and Urban Development) programs
Provide support to customer service by handling overflow call volume and addressing customer inquiries
Provide support to Modification Single Point of Contact (SPOC) by handling overflow call volume related to loan modifications
Support short-sale processing by managing backup queues and ensuring timely completion of tasks
Collaborate with other departments to resolve complex issues and ensure efficient workflow
Organize and lead departmental huddles and team meetings to facilitate communication and knowledge sharing
Provide timely and accurate responses to inquiries in management chat platforms

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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