Customer Experience Specialist II
PennyMac Loan Services, LLC, Des Moines, IA, United States
PENNYMAC
Pennymac 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 Customer Experience Specialist is a skilled customer service role, operating in a call center environment and supporting Consumer Direct Lending. The individual acts as the primary consumer contact to guide a consumer through the loan origination process after the licensed discussion with a loan officer. The individual is a key contributor facilitating efficient and effective processes that support business and customer service objectives. Responsibilities may be limited within a specific function/channel or across functions/channels within the Mortgage Fulfillment Division (MFD).
The Customer Experience Specialist will:
Operate in a call center environment as a customer success advocate
Receive inbound calls and make outbound calls to consumers
Receive inbound text messages and facilitate outbound text messages to consumers
Handle more complex products, calls, emails or text / chat sessions
Answer high-volume, inbound calls or texts from current customers in a timely manner. Provide exceptional customer service to all customers’ mortgage loan inquiries/requests
Effectively manage a pipeline of up to 100 loans
Perform routine data entry and validation tasks
Review and validate loan documents
Handle routine calls, emails and/or chat responses with Pennymac employees, consumers & authorized 3rd parties
Monitor work queues and intervene as needed
Interact with multiple departments to expedite processing and/or issue resolution
Conduct preliminary or basic research in order to accurately resolve and respond to customer inquiries
Interact with direct supervisor and other Pennymac departments to resolve customer requests/issues
Must request assistance for escalated and/or more complex issues to department senior associates or supervisors
Meet outlined production and quality standards
Follow established Policy and Procedures
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
A minimum of 24 months of mortgage processing experience preferably with direct customer contact in a call center environment is required
Bilingual Spanish is a plus
Must be a team player with strong attention to detail and able to work independently
Capable communicator, written and oral
Strong negotiation skills with ability to effectively resolve problems
Proven track record at delivering timely and accurate information in a fast‑paced environment
Excellent critical thinking, problem solving, mathematical skills and sound judgment
Effective time management skills to deliver work on time
Demonstrated proficiency with computers and mainstream computer applications (Microsoft, Google, etc.)
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
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
Salary
$40,000 - $60,000
Work Model
OFFICE
#J-18808-Ljbffr
Pennymac 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 Customer Experience Specialist is a skilled customer service role, operating in a call center environment and supporting Consumer Direct Lending. The individual acts as the primary consumer contact to guide a consumer through the loan origination process after the licensed discussion with a loan officer. The individual is a key contributor facilitating efficient and effective processes that support business and customer service objectives. Responsibilities may be limited within a specific function/channel or across functions/channels within the Mortgage Fulfillment Division (MFD).
The Customer Experience Specialist will:
Operate in a call center environment as a customer success advocate
Receive inbound calls and make outbound calls to consumers
Receive inbound text messages and facilitate outbound text messages to consumers
Handle more complex products, calls, emails or text / chat sessions
Answer high-volume, inbound calls or texts from current customers in a timely manner. Provide exceptional customer service to all customers’ mortgage loan inquiries/requests
Effectively manage a pipeline of up to 100 loans
Perform routine data entry and validation tasks
Review and validate loan documents
Handle routine calls, emails and/or chat responses with Pennymac employees, consumers & authorized 3rd parties
Monitor work queues and intervene as needed
Interact with multiple departments to expedite processing and/or issue resolution
Conduct preliminary or basic research in order to accurately resolve and respond to customer inquiries
Interact with direct supervisor and other Pennymac departments to resolve customer requests/issues
Must request assistance for escalated and/or more complex issues to department senior associates or supervisors
Meet outlined production and quality standards
Follow established Policy and Procedures
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
A minimum of 24 months of mortgage processing experience preferably with direct customer contact in a call center environment is required
Bilingual Spanish is a plus
Must be a team player with strong attention to detail and able to work independently
Capable communicator, written and oral
Strong negotiation skills with ability to effectively resolve problems
Proven track record at delivering timely and accurate information in a fast‑paced environment
Excellent critical thinking, problem solving, mathematical skills and sound judgment
Effective time management skills to deliver work on time
Demonstrated proficiency with computers and mainstream computer applications (Microsoft, Google, etc.)
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
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
Salary
$40,000 - $60,000
Work Model
OFFICE
#J-18808-Ljbffr