Overview
Do you enjoy helping others? Are you the "go to person" at work or in your community? Would your friends and peers describe you as friendly and curious?
We really should talk...
PennyMac wants great people with a passion for assisting others as candidates for a Customer Service Representative (CSR) position.
No finance background...No problem
Yes, we are in financial services, but not in the old-fashioned way you might be thinking. If you come to us knowing the industry - great, but if you need support learning - that works too. We will provide you what you need through a paid class training program to set you up for success. If you can bring us your commitment for helping others - we'll teach you the financial expertise. At PennyMac, the customer experience is our top priority, and we're looking for individuals that:

• Have relationship building skills and are devoted to providing excellent customer service
• Have experience in people facing industries including service, retail, healthcare, or hospitality

This is a part-time hourly position with starting pay at $20/hour.
We continuously strive for a diverse and inclusive workplace where we respect and value our associates for their unique perspectives and experiences.
The following qualifications will get you noticed!

• A minimum one year proven sales experience required
• Strong presentation and sales skills with the ability to apply them via telephone
• Strong communication; tone of voice, volume and pace of sales pitch, subtly mirror a prospect's tone of voice and style of talking
• Ambitious, self-motivated personality with a strong work ethic
• Sense of self confidence and strong self-assuredness to succeed.
• Personal computer knowledge, including proficiency in Word and Excel Detail oriented with good organizational and follow-through skills
• Strong negotiation skills with ability to effectively resolve problems and conflict and resolve problems effectively
• Must be a team player with strong attention to detail
• Ability to deliver timely and accurate information in a fast-paced environment
• Critical thinker with problem solving skills, mathematical skills and sound judgment
• Ability to make decisions independently within set policy and procedures
• Ability to gain customer commitment and acknowledgement that you're offering them real value
• Years of Experience: 1 year
• Education: High School Diploma/GE
• Bilingual Spanish is a Plus

Job Description

• Answer high-volume, inbound calls from current customers in a timely manner. Provide exceptional customer service to all customers' mortgage loan inquiries/requests. Effectively address, in a timely manner, while meeting all internal policies and procedures.
• Provide general account information to customers including, but not limited to, inquiries regarding loan payments, escrow, taxes, payoffs and loan documents.
• Conduct preliminary or basic research in order to accurately resolve and respond to customer inquiries. Process customer payments via phone.
• Must cross-sell PennyMac loan products to existing customers and provide rebuttal options as applicable in order to meet required sales goals.
• Must meet outlined production and quality standards.
• Interact with other PennyMac servicing departments to resolve customer requests/issues.
• Must request assistance for escalated and/or more complex issues to department senior associates or supervisors.
• Perform other related duties as assigned.
• Demonstrate behaviors which are aligned with the organization's desired culture and values

Ideal Candidate will have the following:

• Bilingual Spanish is a plus
• Personal computer knowledge, including proficiency in Word and Excel
• Detail oriented with good organizational and follow-through skills
• Strong negotiation skills with ability to effectively resolve problems
• Must be a team player and able to work independently
• Ability to deliver timely and accurate information in a fast-paced environment
• Critical thinker with problem solving skills, mathematical skills and sound judgment
• Ability to make decisions independently within set policy and procedures
• Mortgage and/or financial services industry experience is a plus

#CB
Years of Experience:
0Education:
High School Diploma/GED