Pennymac

Pennymac has the mindset and agility of a startup, with the power and backing of a large public company.

Las Vegas, NV

Hybrid

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Operations//Customer Support//

Customer advocate - secure message at Pennymac (Las Vegas, NV)

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Overview
Responsibilities may include researching written inquiries, requests for information, disputes, servicing transfer for acquired and transferred mortgages, and general complaints received from customers.
Job Description

Research and resolve written and verbal inquiries, requests for information, disputes, and general complaints received from customers in accordance with established policies and regulatory requirements. With a focus on customer experience, reputational and regulatory risk
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
Performs consistency checks to identify data, supporting documentation needed from customers and third parties
Meet productivity and quality standards
Identify process breakdowns and provide process improvement suggestions
Performs other related duties as required and assigned
Photocopy, type, file, send faxes, and other clerical duties as assigned
Demonstrates behaviors which are aligned with the organization's desired culture and values

Ideal Candidate will have the following:

Strong customer service background
Thorough knowledge of RESPA as it pertains to qualified written requests
Ability to handle multiple tasks and deadlines with attention to detail
Proficient in Excel and general strong computer skills
Excellent communication skills with the ability to interact with most levels of employees and management. Speaks and writes clearly and correctly
Competent at working in partnership with team members to deliver expected results
Prioritizes and plans work activities, uses time efficiently and develops realistic action plans
Resolves problems in a timely manner; able to gather information and identify problems

#CB
#INDCCANV
Years of Experience:
1Education:
High School Diploma/GED

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Kisha Parker

Executive Vice President of Corporate Sustainability

SUSTAINABLE BUSINESS PRACTICES

How much difference can one company make?

Pennymac's focus on environmental, social and governance (ESG) impact underscores a strategic shift from “corporate responsibility” to “corporate sustainability.” Environmental impact is championed through recycling, waste management, paperless solutions, renewable energy and cloud computing. Social impact is maximized through equitable home ownership; green mortgage; diversity, equity and inclusion; culture management; mentorship programs; and philanthropy initiatives. Moreover, governance impact is managed through board governance and diversity, risk management and more.

We want Pennymac’s corporate sustainability and ESG initiatives to be a source of pride for our employees, customers, partners and shareholders.

Lilianne Tang

AVP, Diversity & Inclusion

MEANINGFUL ACTIONS

An ever-growing sense of belonging and support

Lilianne Tang wants Pennymac teammates’ understanding of diversity and inclusion to keep evolving. The best way to do that? Continuously provide employees with resources that increase awareness and facilitate allyship. Rich programming, like heritage month celebrations, a quarterly conversation series around DEI topics and resource groups have become launchpads for discussion and growth. Recently, Tang facilitated a panel where employees with disabilities shared their experiences and challenges. Events like this expand people's understanding of DEI, and why that work is so necessary.

Through DEI education, activities and initiatives, people will feel empowered to create change in the workplace on an individual, interpersonal and institutional level.

Omri Gabay

DevOps and Platform, Capital Markets

NEW TECH

The power of a modern, reliable tech stack

Curiosity and passion go hand in hand for engineers at Pennymac. It’s why Omri Gabay can often be found reading up about the latest tech and sharing his findings with his team — when he’s not building infrastructure-as-code or developing an internal platform. “We encourage innovation,” Gabay said. “Using new tools helps us push the boundaries of the modernization frontier.” With a stack that includes Postgres, Node.js-based microservices, Golang and React Native, the tech teams at Pennymac spend their days working with tools that truly excite them, without sacrificing reliability.

I’m constantly reading, learning and participating in technical communities online alongside my teammates. We also have linklogs where we post interesting ideas or developments that could help propel our applications forward.

What are Pennymac Perks + Benefits

Pennymac Benefits Overview

Pennymac puts its people first. Our generous health, dental and vision benefits are available to all full-time employees. Our tech department also hosts fun, team-building events and activities.

Culture

Volunteer in local community

Partners with Nonprofits

Friends outside of work

Eat lunch together

Intracompany committees

Daily sync

Open door policy

Team owned deliverables

Team based strategic planning

Group brainstorming sessions

Pair programming