Customer Relationship & Sales Advocate

| Dallas-Fort Worth, TX
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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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Technology we use

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An Insider's view of PennyMac Loan Services, LLC

What are some social events your company does?

Our Tech team has great events, including casino & trivia nights, virtual happy hours, gaming - we’ve even sponsored a video game tournament against our industry competitors! We’re nationally disbursed, but regardless of where people live, we’re all part of one interactive, linked community, and it’s easy to find others who share your interests.

Juan

Senior Developer, Production

How do you collaborate with other teams in the company?

The culture at PennyMac has cultivated a great sense of teamwork in which we all succeed, fail, and learn together. We collaborate in many ways - from video calls to morning coffee hours, ad hoc huddles, email, chat, and sometimes while playing ping pong or pool in the cafeteria. Everyone is encouraged to work together to accomplish a common goal.

Mandy

Vice President, IT Program Management

How has your career grown since starting at the company?

My time at PennyMac has rocketed my career as a software dev. In two years I went from having no professional coding background to managing three applications in production, managing two direct staff and contributing to open-source libraries. My time has given me the experience and skills to successfully create new tech products that make money.

John

Assistant Vice President, Application Development

How do your team's ideas influence the company's direction?

As a company, we're one very cohesive, supportive team with various areas of expertise. It's like a potluck - everyone brings something different, but it all comes together perfectly. Company management believes in us, trusts us, and invests in us. That provides the opportunity to build positive outcomes for our business and our customers.

Nick

Managing Director, Technology Infrastructure

What are some things you learned at the company?

Our team constantly works to better itself by delivering software on time without shortcuts or compromising quality. At PennyMac, I have the opportunity to own many critical day-to-day database operations. I've had the flexibility to be innovative, which has allowed me to grow as a developer.

Pavan

Senior Developer, Database

What are PennyMac Loan Services, LLC Perks + Benefits

PennyMac Loan Services, LLC 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.

Culture
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
Diversity
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)
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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