Customer Service Rep I

| Dallas-Fort Worth, TX | Hybrid
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Overview
Customer Service Representatives are the liaison between our company and our customers. Responsible for effectively answering incoming calls from customers and providing a resolution to their inquiries/requests in a timely manner. Maintaining and keeping customer satisfaction at the core of every decision and behavior. Responsible for maintaining customer retention through cross-selling PennyMac products. Ensures all loan servicing requirements are met as specified by internal policies and procedures.
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

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

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