Private National Mortgage Acceptance Company, LLC
TPO Client Escalation Senior Specialist
Private National Mortgage Acceptance Company, LLC, Carrollton, Texas, us, 75011
Pennymac
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. A Typical Day
The Senior Client Escalation Specialist is a skilled role supporting Pennymac third party channels as part of the Mortgage Fulfillment Division (MFD). As the Specialist, you will facilitate efficient and effective processes while directly responding to customer requests, and supporting divisional customer service objectives. Perform complex data and document validation Handle complex email and phone inquiries from internal and external customers Validate qualifying income, assets and/or debt ratio calculations Completing appraisal eligibility tasks Evaluate loan applications for Pennymac and Investor guideline eligibility Responding to regulatory compliance questions and inquiries Serve as escalation point for customer fulfillment requests Interact with multiple departments to expedite issue resolution Perform other related duties as required and assigned Demonstrate behaviors which are aligned with the organization’s desired culture and values What You’ll Bring
Bachelor's degree or equivalent work experience 5+ years of Mortgage lending experience, developing supporting and maintain mortgage TPOs, banks and/or credit unions Proficiency in MS Office and G-Suite, Zendesk, or previous experience with service ticketing a plus Demonstrate competency in meeting customer service standards Critically analyze customer problem and associated data to identify problem and associated solution Work experience providing user support services Why You Should Join
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. Benefits That Bring It Home
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 To learn more about our benefits visit: https://pennymacnews.page.link/benefits For residents with state required benefit information, additional information can be found at: https://www.pennymac.com/additional-benefits-information Compensation
Lower in range - Building skills and experience in the role Mid-range - Experience and skills align with proficiency in the role Higher in range - Experience and skills add value above typical requirements of the role Some roles may be eligible for performance-based compensation and/or stock-based incentives awarded to employees based on company and individual performance. Salary
$55,000 - $85,000 Work Model
OFFICE
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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. A Typical Day
The Senior Client Escalation Specialist is a skilled role supporting Pennymac third party channels as part of the Mortgage Fulfillment Division (MFD). As the Specialist, you will facilitate efficient and effective processes while directly responding to customer requests, and supporting divisional customer service objectives. Perform complex data and document validation Handle complex email and phone inquiries from internal and external customers Validate qualifying income, assets and/or debt ratio calculations Completing appraisal eligibility tasks Evaluate loan applications for Pennymac and Investor guideline eligibility Responding to regulatory compliance questions and inquiries Serve as escalation point for customer fulfillment requests Interact with multiple departments to expedite issue resolution Perform other related duties as required and assigned Demonstrate behaviors which are aligned with the organization’s desired culture and values What You’ll Bring
Bachelor's degree or equivalent work experience 5+ years of Mortgage lending experience, developing supporting and maintain mortgage TPOs, banks and/or credit unions Proficiency in MS Office and G-Suite, Zendesk, or previous experience with service ticketing a plus Demonstrate competency in meeting customer service standards Critically analyze customer problem and associated data to identify problem and associated solution Work experience providing user support services Why You Should Join
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. Benefits That Bring It Home
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 To learn more about our benefits visit: https://pennymacnews.page.link/benefits For residents with state required benefit information, additional information can be found at: https://www.pennymac.com/additional-benefits-information Compensation
Lower in range - Building skills and experience in the role Mid-range - Experience and skills align with proficiency in the role Higher in range - Experience and skills add value above typical requirements of the role Some roles may be eligible for performance-based compensation and/or stock-based incentives awarded to employees based on company and individual performance. Salary
$55,000 - $85,000 Work Model
OFFICE
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