Pennymac has the mindset and agility of a startup, with the power and backing of a large public company.
Dallas-Fort Worth, TX

Customer Relationship & Sales Advocate at Pennymac

| Dallas-Fort Worth, TX
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Customer Relationship and Sales Advocate -
Remote position potential - $2,000 Special Bonus Opportunity
Be rewarded with our generous variable pay plan for your successful sales experience and ability to build customer relationships!
As a Customer Relations and Sales Advocate with PennyMac, you will have the opportunity to be part of one of the fastest growing diverse teams with excellent company culture. As a top direct mortgage lender in the US with more than 2 million homeowners we service, we will provide you with incredible career and development opportunities.
We are looking for great people who are passionate, eager to learn, and will strive to create the best customer experience possible.
  • The $2,000 bonus is paid in two installments at 90-days and 6 months of employment, subject to satisfactory job performance.

At PennyMac, the customer experience is our top priority, and we're looking for great people who:
  • Have relationship building skills and are devoted to providing excellent customer service
  • Have experience in high volume customer service call center environment with a minimum of one year of proven sales experience.
  • Mortgage servicing experience a plus!
This is a full-time hourly position with flexible remote opportunity with starting pay at $22/hour with a monthly bonus plan that offers the potential to earn up to an extra $400- $500 or more per month based on achievement of objectives. Top performers typically earn well in excess of $1,000 per month!
The following qualifications will get you noticed!
  • Ability to confidently communicate valuable money saving information on additional mortgage and other products to qualified customers
  • Bi-lingual Spanish is a plus, additional per call compensation may apply
  • Strong verbal communication skills
  • Ambitious, self-motivated personality with a strong work ethic
  • Sense of self confidence and strong self-assuredness to succeed
  • Personal computer skills, good organizational and follow-through skills with emphasis on resolution of customer inquiries & cross selling
  • Caring and compassionate personality with ability to engage successfully with customers
  • Must be a team player with strong attention to detail
  • Ability to deliver timely and accurate information in a fast-paced environment
  • A problem solver with sound judgment
  • Ability to make decisions independently, sometimes out of the box, when a set policy and/or procedure doesn't solve the problem

PennyMac is an Equal Opportunity Employer (EOE) and offers an outstanding benefits package.
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

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • PerlLanguages
    • PythonLanguages
    • RubyLanguages
    • AWS Cloud ServicesLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SpringFrameworks
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • TableauAnalytics
    • ConfluenceManagement
    • Google DriveManagement
    • Google DocsManagement
    • Google SlidesManagement
    • JIRAManagement
    • GitLabManagement
    • SalesforceCRM

What are Pennymac Perks + Benefits

Pennymac 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.

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
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) 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

An Insider's view of Pennymac

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.


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.


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.


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.


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.


Senior Developer, Database

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