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

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

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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

Years of Experience:
High School Diploma/GED
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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.

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
Open office floor plan
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Promote from within
Mentorship program
Time allotted for learning
Online course subscriptions available
Customized development tracks

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