Overview
Pennymac (NYSE: PFSI) is a specialty financial services firm with a mortgage platform focused on the production and servicing of U.S. mortgage loans and related investments.
At Pennymac, our people are the foundation of our success and drive a culture focused on helping millions of Americans achieve homeownership through the complete mortgage journey.
Typical Day Pennymac is looking for solution-focused, patient, and proactive listeners to join our Customer Service team. Customer Service Representatives (CSRs) answer customer inquiries and resolve requests politely and timely. CSRs have the opportunity and are expected to cross-sell Pennymac products to existing qualified customers. All CSRs receive training support through dedicated coaches and a structured internal training program to ensure professional success.
The CSR role is a full-time hourly position starting at
$20/hour
with a performance incentive plan to potentially earn an extra
$400-$500+ per month . Pay ranges provided on job boards may not accurately reflect Pennymac's compensation for this role.
What You’ll Do
Provide exceptional support to customers through polite and informative phone interactions in an inbound high-volume call center environment
Provide account information to customers including inquiries regarding loan payments, escrow, taxes, payoffs, and loan documents
Conduct research to resolve and respond to customer inquiries accurately
Interact cross-departmentally to resolve customer requests, including escalations
Perform other related duties as assigned
Demonstrate behaviors that are aligned with the organization’s values and culture
Training
Structured 8-week training is provided in office and full attendance is a condition of employment
Direct coaching and support is provided throughout training to improve skills and build confidence and independence in the CSR role
Training is typically conducted Mon-Fri from 7:00 am - 4:00 pm PST
Post-Training Schedule CSRs will be assigned one of the standard shifts below.
6:00 am - 3:00 pm PST
7:00 am - 4:00 pm PST & CT
8:00 am - 5:00 pm PST & CT
9:00 am - 6:00 pm PST & CT
Overtime Requirements
Normally 2 half-day shifts on Saturdays each month
An additional hour during peak call volume days
What You’ll Bring
Demonstrate patience, kindness, and understanding for customers during all interactions
Easily navigate multiple screens, find relevant data, and communicate clearly to customers
Computer proficiency, including Word and Excel
Deliver timely and accurate information in a fast-paced environment
Critical thinking with strong negotiation and problem solving skills, mathematical aptitude, and sound judgment
Make decisions independently within set policy and procedures
Mortgage and/or financial services industry experience is a plus
Bi-lingual Spanish is a plus; additional per-call compensation may apply
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 fosters an equitable and inclusive environment, where all employees and customers feel valued, respected and supported.
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
To learn more about our benefits visit: Pennymac benefits page
For residents with state required benefit information, additional information can be found in the benefits information section on our site.
Compensation Individual salary may vary based on multiple factors including role, geographic location / market data, and skills and experience as defined below:
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: $36,000 - $45,000
Work Model: OFFICE
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At Pennymac, our people are the foundation of our success and drive a culture focused on helping millions of Americans achieve homeownership through the complete mortgage journey.
Typical Day Pennymac is looking for solution-focused, patient, and proactive listeners to join our Customer Service team. Customer Service Representatives (CSRs) answer customer inquiries and resolve requests politely and timely. CSRs have the opportunity and are expected to cross-sell Pennymac products to existing qualified customers. All CSRs receive training support through dedicated coaches and a structured internal training program to ensure professional success.
The CSR role is a full-time hourly position starting at
$20/hour
with a performance incentive plan to potentially earn an extra
$400-$500+ per month . Pay ranges provided on job boards may not accurately reflect Pennymac's compensation for this role.
What You’ll Do
Provide exceptional support to customers through polite and informative phone interactions in an inbound high-volume call center environment
Provide account information to customers including inquiries regarding loan payments, escrow, taxes, payoffs, and loan documents
Conduct research to resolve and respond to customer inquiries accurately
Interact cross-departmentally to resolve customer requests, including escalations
Perform other related duties as assigned
Demonstrate behaviors that are aligned with the organization’s values and culture
Training
Structured 8-week training is provided in office and full attendance is a condition of employment
Direct coaching and support is provided throughout training to improve skills and build confidence and independence in the CSR role
Training is typically conducted Mon-Fri from 7:00 am - 4:00 pm PST
Post-Training Schedule CSRs will be assigned one of the standard shifts below.
6:00 am - 3:00 pm PST
7:00 am - 4:00 pm PST & CT
8:00 am - 5:00 pm PST & CT
9:00 am - 6:00 pm PST & CT
Overtime Requirements
Normally 2 half-day shifts on Saturdays each month
An additional hour during peak call volume days
What You’ll Bring
Demonstrate patience, kindness, and understanding for customers during all interactions
Easily navigate multiple screens, find relevant data, and communicate clearly to customers
Computer proficiency, including Word and Excel
Deliver timely and accurate information in a fast-paced environment
Critical thinking with strong negotiation and problem solving skills, mathematical aptitude, and sound judgment
Make decisions independently within set policy and procedures
Mortgage and/or financial services industry experience is a plus
Bi-lingual Spanish is a plus; additional per-call compensation may apply
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 fosters an equitable and inclusive environment, where all employees and customers feel valued, respected and supported.
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
To learn more about our benefits visit: Pennymac benefits page
For residents with state required benefit information, additional information can be found in the benefits information section on our site.
Compensation Individual salary may vary based on multiple factors including role, geographic location / market data, and skills and experience as defined below:
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: $36,000 - $45,000
Work Model: OFFICE
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