PENNYMAC
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.
JOB OVERVIEW
If you're passionate about helping others, eager to learn and determined to advance your career, then we should really talk. Pennymac is looking for solution-focused, empathetic, patient and proactive listeners to join our Customer Service team. As a Customer Service Representative (CSR) for a top mortgage lender in the industry, you will assist millions of people across the country achieve their aspirations of homeownership. No finance background? No problem! Our innovative team of experts and internal training programs are designed to set you up for professional success. Pennymac's biggest asset is its people, and we are committed to fostering and preserving an inclusive work culture that continuously inspires progress. Join us in our mission towards creating a foundation of greatness for our employees and borrowers.
Customer Service Representatives are the liaison between Pennymac and its customers. Customer Service Representatives are responsible for effectively answering customer questions and concerns and providing a resolution to their inquiries/requests in a polite and courteous way. Maintaining and keeping customer satisfaction is at the core of every decision and behavior of a Customer Service Representative. Additionally, Customer Service Representatives are expected to cross-sell Pennymac products to existing customers who qualify. Please note that the pay range provided by Indeed is not an accurate reflection of Pennymac's pay range for this role. Please contact your recruiter to discuss pay ranges.
RESPONSIBILITIES

• Provide exceptional customer service to all customers through polite and informative phone interactions.
• Answer a high-volume of inbound customer calls.
• Maintain adherence to schedule.
• Follow all call center 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.
• Interact with other Pennymac servicing departments to resolve customer requests/issues.
• Request assistance for escalated and/or more complex issues to department senior associates or supervisors.
• Available to work 2 Saturdays per month (8 hours total) of overtime.
• Available to work 1 hour of overtime during peak call volume periods (e.g. Mondays, mid month, end of month, etc.).
• CSRs will be assigned one of the shifts listed below based on business needs and a shift bidding process. Schedules are subject to change: :
  • 7:00am - 4:00pm
  • 8:00am - 5:00pm
  • 9:00am - 6:00pm
• Demonstrate behaviors which are aligned with the organization's desired culture and values.
• Perform other related duties as assigned.

QUALIFICATIONS

• Ability to demonstrate care, empathy, patience, kindness, and understanding for customers during complex interactions.
• Ability to easily navigate computer screens to find relevant data and clearly communicate that information to the customer.
• Bi-lingual Spanish is a plus, additional per call compensation may apply.
• 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

WAGE & BENEFITS
The Job Pay Range for this role considers the wide range of factors in making compensation decisions, including but not limited to skill set; experience and training; licensure and certification; geographic location; and other business and organizational needs. Some roles may be eligible for performance-based compensation and/or stock-based incentives awarded to employees based on company and individual performance.
Benefits That Bring It Home - Whether you're looking for flexible benefits for today, setting up short-term goals for tomorrow, or planning for long-term success and retirement, Pennymac's benefits have you covered.

• Medical, Dental, and Vision - Pennymac works hard to keep premiums affordable to keep costs low for our employees.
• Whether it's vacation, holidays, illness, or growing your family, Pennymac provides time off programs for when life happens.
• We know your health is important. Pennymac offers wellness programs and has in-house gyms in many of our locations.
• Our dedicated internal Career Desk promotes growth within the organization, and our Tuition Reimbursement Program helps you to achieve your goals.
• We support your long-term financial wellness with a competitive 401k match and retirement benefits.

To learn more about the benefits that bring it home: Visit us at https://www.pennymac.com/careers/why-pennymac#benefits.
Salary
$32,000 - $47,000