Overview
The Customer Relationship and Sales Advocate is responsible for providing superior-quality service to our customers by promptly and accurately responding to their inquiries and ensuring they are aware of additional product offerings that provide a financial benefit. The Customer Relationship and Sales Advocate updates customer accounts in our servicing system, processes transactions accurately, and follows-through to completion with the customer. They are equally responsible for identifying PennyMac products to cross-sell and/or upsell new products and services by highlighting the benefits and features, and ensuring seamless delivery of additional products. Apply communication, organizational, and customer service skills to advocate for the customer.
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 ensuring high-level customer satisfaction and meeting all specified internal policies and procedures.
• Responsible for identifying PennyMac products to existing customers to cross-sell and/or upsell products on all opportunities and provide appropriate rebuttal options as applicable.
• Emphasize features of products to highlight how they are beneficial to customer's needs. Collaborate with partners to ensure a seamless customer transition.
• 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 meet advanced level of outlined production and quality standards, particularly related to sales.
• 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.
• Must maintain a minimum PennySaved Offer Rate of 100%.
• Must maintain a minimum PennySaved Transfer Rate of 40%.
• Be attentive to sales growth and opportunities presented in reporting.
• Self-monitor sales performance to ensure sales goals and targets are being met throughout the month.
• 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
• Minimum 1 year proven sales experience required
• Strong presentation and sales skills with the ability to apply 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.
• Demonstrated confidence and strong self-assuredness to succeed.
• Keen knowledge of products and services available to customers
• 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 preferred
• Objection handling to empathize, soften and ask good questions and offer benefits when rebutting
• Ability to gain customer commitment and acknowledgement that offering is a strong value

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